Night-Shift Customer Care Senior Associate | SLA Expert

NTT America, Inc.; Manila; On-site; PHP 290,000 - 402,000; Full time

Job summary

NTT America, Inc. in Manila is seeking a customer service professional to handle routine and complex inquiries, escalating when needed. You will ensure accurate, timely processing to meet client SLAs and contribute to SOP development. The role requires 3–5 years of relevant experience and a solid skill set in communication, service, and office tasks.

Expected work hours are 9:00 pm to 6:00 am PST, Monday to Friday, with potential overtime and weekend work as business demands.

Qualifications

• 3–5 years of relevant experience.
• Solid computer skills.
• Strong communication skills.
• Strong customer service skills.
• Strong attention to detail, time management and organizational skills.
• Ability to perform essential office responsibilities.
• Must be able to perform duties with or without reasonable accommodation.

Responsibilities

• Handle routine and non-routine matters and questions.
• Refer complex matters to higher level staff.
• Resolve more complex client situations using experience.
• Ensure accurate and timely completion of transactions to meet SLAs.
• Work on SOPs and process transitions.
• Interact with customers and first-line management.
• Takes escalated calls from providers/callers.
• Develop tactical and operational plans to meet milestones.
• Identify and resolve issues with nonstandard pending transactions.

Education

High School Diploma or equivalent

Undergraduate degree or some college coursework

Job description

NTT America, Inc. in Manila is seeking a customer service professional to handle routine and complex inquiries, escalating when needed. You will ensure accurate, timely processing to meet client SLAs and contribute to SOP development. The role requires 3–5 years of relevant experience and a solid skill set in communication, service, and office tasks.

Expected work hours are 9:00 pm to 6:00 am PST, Monday to Friday, with potential overtime and weekend work as business demands.