Customer Care Senior Associate

NTT Data Singapore Pte. Ltd.; Singapore; On-site; SGD 30,000 - 40,000; Full time

Job summary

A leading customer service provider in Singapore is seeking a Customer Care Specialist (Tier 1) to manage inbound inquiries and ensure exceptional service delivery. This role involves responding to customer needs with professionalism while also complying with established practices. Ideal candidates will possess excellent communication skills, a positive attitude, and a willingness to work flexible hours. Previous experience in a call center environment is preferred, with opportunities to grow in a fast-paced team-driven setting.

Qualifications

• Fluent in English.
• Must have flexibility for rotational shifts.
• Experience in call center environment.

Responsibilities

• Manage inbound customer calls regarding credit card inquiries and transactions.
• Respond to inquiries in a professional manner.
• Identify customer needs while updating information on the system.
• Adhere to escalation procedures for complaints.
• Achieve quality service by assessing customer needs accurately.

Skills

Excellent communication skills

Analytical and problem-solving skills

Working knowledge of PCs

Positive attitude

Team-based performance

Professional telephone manner

Job description

Overview

As a Customer Care Specialist (Tier 1), you will be responsible for handling inbound calls from existing and potential customers. You are directly accountable for meeting and exceeding client goals as they relate to service levels and quality of calls within a team-driven and fast-paced work environment. Successful incumbents will have a keen interest in solving customer issues and/or answering inquiries as quickly and easily as possible, while remaining committed to delivering exceptional customer service in a caring and considerate manner. In this role, the Customer Care Specialist is a Brand Ambassador and the first point of contact for the client.

Position: Customer Care Specialist (Tier 1)
Position Status: Full Time On-Site available
Hours of Work: Monday-Sunday 7:00am-11:00pm EST
Department: President’s Choice Financial

Responsibilities

• Manage inbound customer calls regarding standard credit card inquiries, transactions, account maintenance and Tier 1 online support.
• Respond to customer inquiries in a pleasant, courteous, professional, and well-informed manner.
• In conjunction with on-screen customer information, identify customer needs through customer contact while simultaneously reading/updating customer information on the system.
• Analyze information presented by the customer and action next steps accordingly based on the nature of the inquiry.
• Adhere to established escalation procedures when mitigating complaints/escalations on the first contact.
• Remain current on program information and business initiatives, as well as corporate products and processes.
• Achieve quality service by accurately assessing and responding to customer needs, using sound judgment and flexibility when recommending appropriate options/solutions.
• Fulfill customer brand expectations in a manner that complies with policies, practices, and procedures.
• Accurately complete appropriate documentation for each transaction.
• End each call by completing all required activity in order to fulfill customer requests.

Requirements

• Excellent communication skills, both verbal and written.
• Fluent in English
• Demonstrated analytical and problem-solving skills.
• Demonstrated ability to work within time constraints.
• Working knowledge of PCs and strong keyboarding skills (min 25 wpm with an accuracy of 95%).
• Positive attitude and demonstrated ability to perform in a team-based environment.
• Professional and pleasant telephone manner.
• Must have flexibility and willingness to work rotational shifts, including overnights and weekends.
• Experience working in a call center environment specifically in a customer service role.
• Previous Financial Services experience would be considered an asset.