Senior BPO Customer Care Specialist – Night Shift

NTT DATA, Inc.; Manila; On-site; PHP 320,000 - 460,000; Full time

Job summary

NTT DATA, Inc. in Manila is seeking an experienced professional to handle routine and non-routine matters, resolve client questions, and support SOP creation and process transitions. You will interact with customers and management, taking escalated calls as needed.

The role requires 3–5 years of relevant experience and a strong emphasis on attention to detail, time management, and organization. Evening night shift hours are 9:00 PM to 6:00 AM PST, Mon–Fri, with possible overtime and weekend work.

Qualifications

• 3–5 years relevant experience.
• Strong attention to detail, time management and organizational skills.
• High School Diploma or equivalent.
• Undergraduate degree or some college coursework preferred.

Responsibilities

• Handle routine and non-routine matters and resolve client questions.
• Refer complex issues to higher level employees for assistance.
• Ensure accurate and timely completion of transactions to meet SLAs.
• Prepare SOPs and support process transitions.
• Interact with customers and first line management; take escalated calls.
• Develop tactical and operational plans to achieve project milestones.
• Oversee nonstandard pending transactions and resolve issues.

Skills

Attention to detail

Time management

Organizational skills

Education

High School Diploma

Undergraduate degree preferred

Job description

NTT DATA, Inc. in Manila is seeking an experienced professional to handle routine and non-routine matters, resolve client questions, and support SOP creation and process transitions. You will interact with customers and management, taking escalated calls as needed.

The role requires 3–5 years of relevant experience and a strong emphasis on attention to detail, time management, and organization. Evening night shift hours are 9:00 PM to 6:00 AM PST, Mon–Fri, with possible overtime and weekend work.