Customer Care Senior Representative

NTT DATA North America; Quezon City; On-site; PHP 223,000 - 357,000; Full time

Job summary

NTT DATA North America in the Philippines seeks a customer service professional to deliver first-class support, accurately assessing needs and recommending solutions. You will respond to inquiries, document interactions, and maintain program knowledge with confidentiality across all shifts.

The role requires fluent English, strong written and verbal communication, and experience in a customer service environment.

Qualifications

• Fluent English communication skills, both written and spoken.
• Experience in customer service environment.
• Ability to handle inquiries and complaints professionally.
• Attention to documentation and data entry accuracy.
• Ability to learn new processes and adapt quickly.
• Demonstrated confidentiality and data privacy awareness.

Responsibilities

• Deliver first class service by assessing customer needs and recommending solutions.
• Respond to inquiries and complaints with a professional approach at all times.
• Address complex inquiries and complaints accurately and responsibly.
• Complete documentation for each interaction and input call history data.
• Stay current on program and product information through continuous learning.
• Maintain confidentiality and adhere to data privacy guidelines.

Skills

Customer service

English proficiency

Communication skills

Problem solving

Professional demeanor

Data entry / documentation

Job description

Responsibilities:

• Deliver first class service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate solutions.
• To fulfill customer requests, respond to inquiries/complaints, demonstrating due attention to customer care and a professional approach at all times.
• Respond to complex customer inquiries and complaints in a highly informed, accurate and responsible manner in accordance with resources provided.
• Accurately complete appropriate documentation for each interaction, and wrap up by inputting data for call history, sending messages to appropriate third parties when required, and/or initiating the necessary customer fulfillment.
• Remain current on program and product information by being committed to continuous learning.
• Maintain strict confidentiality at all times and adhere to legislation and service guidelines on the use of data.

Requirements:

• Demonstrated passion for customer satisfaction excellence and prior experience is a strong asset.
• English
• Interactive customer service environment required.
• Related experience in the food and/or retail industry considered an asset.
• Strong and developed oral and written communication skills, including typing, spelling, and grammar.
• Demonstrated ability to implement change efforts.
• Ability to learn new skills/concepts and apply this knowledge quickly and accurately.
• Advanced knowledge of PCs and familiarity with system navigation.
• Positive attitude and demonstrated ability to get along with others.
• Professional, empathetic, and naturally caring conversational style.
• Display tact and diplomacy in handling all levels of customer interaction.
• Ability to resolve complex, and often sensitive customer complaints/inquiries in a professional manner in accordance with company policies and procedures, values, and best practice.
• Ability to work all required shifts.