BPO Customer Care Senior Representative

NTT DATA, Inc.; Flippin (AR, KY); On-site; USD 32,000 - 42,000; Full time

Job summary

NTT DATA, Inc. is seeking a customer service specialist to handle inbound credit card inquiries and online support for Tier 1 issues. You will identify customer needs, verify information in the system, and resolve requests with professional, courteous service.

Key duties include adhering to escalation procedures, staying up-to-date on programs and products, and documenting transactions accurately. Strong typing and time-management skills are essential for delivering high-quality support to

Qualifications

• Excellent verbal and written communication required.
• Fluent in English with clear articulation.
• Demonstrated analytical and problem-solving skills.
• Ability to work under time constraints and deadlines.
• Minimum 25 words per minute typing with high accuracy.

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.
• Identify customer needs through customer contact while updating information on the system.
• Analyze information presented by the customer and determine next steps.
• Adhere to escalations procedures on first contact when mitigating complaints.
• Remain current on program information, business initiatives, and corporate products and processes.
• Achieve quality service by accurately assessing customer needs and providing suitable options.
• Fulfill customer brand expectations in line with policies and procedures.
• Accurately complete documentation for each transaction.
• End calls by completing all required activities to fulfill requests.

Skills

Excellent communication

Fluent English

Analytical thinking

Time management

Typing speed 25 wpm

Teamwork

Telephone manner

Adaptability

Call center experience

Financial services experience (asset)

Job description

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.