Senior Customer Care Specialist - Night Shift (PST)

NTT DATA, Inc.; Metro Manila; On-site; PHP 300,000 - 600,000; Full time

Job summary

NTT DATA, Inc. in Manila seeks an Operations Analyst with 3–5 years of relevant experience to handle routine and non-routine tasks, resolving standard client issues and escalating complex cases as needed.

The role requires a high school diploma (undergraduate coursework preferred), strong communication, and solid computer skills. Work hours are 9:00 pm–6:00 am PST from the Manila office, with possible overtime and weekend work.

Qualifications

• High attention to detail and accuracy in transactional work.
• Ability to handle routine and non-routine matters with guidance.
• Willingness to escalate complex issues to higher level staff.
• Strong time management and organizational skills.
• Proven customer service experience with focus on SLA adherence.

Responsibilities

• Handle routine and non-routine matters with accurate processing.
• Resolve standard client inquiries and issues; escalate complex cases.
• Contribute to SOPs and process transitions as needed.
• Interact with customers and first line management on a regular basis.
• Take escalated calls from providers and callers.
• Develop plans to hit milestones in the project.
• Ensure timely completion of transactions to meet SLAs.
• Identify and resolve issues around nonstandard pending transactions.
• Possess solid computer skills and familiarity with general office tasks.
• Maintain attention to detail, time management, and organization.

Skills

Customer service

Communication skills

Computer skills

Attention to detail

Time management

Organizational skills

Education

High School Diploma

Undergraduate coursework preferred

Tools

MS Office

Job description

NTT DATA, Inc. in Manila seeks an Operations Analyst with 3–5 years of relevant experience to handle routine and non-routine tasks, resolving standard client issues and escalating complex cases as needed.

The role requires a high school diploma (undergraduate coursework preferred), strong communication, and solid computer skills. Work hours are 9:00 pm–6:00 am PST from the Manila office, with possible overtime and weekend work.