Customer Care Associate

Req ID: 332422

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Customer Care Associate to join our team in Quezon City, Quezon (PH-QUE), Philippines (PH).

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

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.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, 

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