Customer Care Associate

NTT DATA


Date: 2 weeks ago
City: Quezon City
Contract type: Full time
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.

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