Call Center Senior Representative at NTT DATA

Chicago, Illinois, United States -

Full Time

Start Date

Immediate

Expiry Date

13 Feb, 26

Salary

0.0

Posted On

15 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication, Problem Solving, Billing, Technical Support, Account Management, Quality Assurance, Compliance, Research, Email Support, ACD Systems, Customer Feedback, Navigational Guidance, Ethics, Professionalism, Computer Skills

Industry

IT Services and IT Consulting

Description

Serve as the first point of contact for customers seeking first level assistance over the phone or email. Respond to and service customer calls via an inbound ACD system or emails via an email routing client. Educate and inform customers on account related billing questions, concerns and requests. Identify and provide the proper resolution that fully meets all Policies, Procedures and Protocols. Research and analyze inquiries taking appropriate action in resolving their billing situation. Promote positive customer relations while maintaining the highest standards of ethics, quality and professionalism. Perform application or navigational guidance on customer facing technologies. Walk the customer through the problem-solving process. Direct unresolved issues to the next level of support personnel. Provide accurate information on first level business requirements. Properly enter account notes after each customer contact meeting strict Account Note Maintenance Guidelines. Pass on feedback or suggestions to the appropriate internal team. Maintain a strong understanding and achievement with The CARE Framework as it pertains to Compliance, Attendance, Results and Excellence. Maintain a strong understanding and achievement with The EDGE Framework as it pertains to Quality Assurance programs, Quality Monitoring programs and Customer Feedback surveys. Management monitors all technical issues and agent downtime. A minimum of 3 to 5 years' experience in a contact center and/or customer service environment. High school diploma or GED required. Language Requirement: Fluent English. Minimum 3 years' experience with contact center metrics and goals including those for Availability, Call Handling and Quality Assurance. Continuous vocational training, college coursework or a college degree preferred Strong verbal communication; able to demonstrate a clear and polished tone and articulate speaking ability. Strong business computer and keyboarding skills; able to navigate through multiple computer systems, screens and applications simultaneously and effortlessly. A customer facing demeanor with good service skills and the ability to deliver stellar customer service in a fluid and challenging environment. To work remote, individuals must meet all the established remote requirements including those pertaining to a home workspace and related technology. Technology 1.

Responsibilities

Serve as the first point of contact for customers seeking assistance over the phone or email. Educate customers on billing questions and provide resolutions while maintaining high standards of customer service.