Night-Shift Senior Customer Care Associate

NTT America, Inc.; Manila; On-site; PHP 300,000 - 540,000; Full time

Job summary

NttData Office at Manila is seeking professionals with strong communication and customer service skills to handle routine and escalated inquiries, to maintain accurate transactions and support SOP development.

They work on routine and non routine matters, with a focus on meeting client SLAs and handling escalations, while preparing SOPs and coordinating with first line management. 9:00 pm–6:00 am PST shift from Manila, with possible overtime and weekend work.

Qualifications

• Proven customer service and communication abilities.
• Ability to handle routine and some complex inquiries.
• Familiarity with computer systems and basic software.

Responsibilities

• Handle routine and non-routine matters.
• Resolve standard and escalated client issues.
• Ensure accurate and timely completion of transactions to meet SLAs.
• Prepare SOPs / process transitions as needed.
• Interact with customers and first line management.
• Take escalated calls from providers/callers.
• Develop tactical and operational plans to meet milestones.

Skills

Strong communication

Customer service

Attention to detail

Time management

Organizational skills

Solid computer skills

Education

High School Diploma or equivalent

Undergraduate degree or some college coursework preferred

Job description

NttData Office at Manila is seeking professionals with strong communication and customer service skills to handle routine and escalated inquiries, to maintain accurate transactions and support SOP development.

They work on routine and non routine matters, with a focus on meeting client SLAs and handling escalations, while preparing SOPs and coordinating with first line management. 9:00 pm–6:00 am PST shift from Manila, with possible overtime and weekend work.