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Customer Care Senior Associate at NTT DATA

, , Philippines -

Full Time

Start Date

Immediate

Expiry Date

02 Mar, 26

Salary

0.0

Posted On

02 Dec, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication, Problem Solving, Time Management, Teamwork, Flexibility, Keyboarding Skills, Professionalism, Attention to Detail, Call Center Experience, Financial Services Knowledge, Escalation Procedures, Documentation, Judgment, Customer Needs Assessment, Pleasant Telephone Manner

Industry

IT Services and IT Consulting

Description

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. Fluent in English 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."

Responsibilities

Manage inbound customer calls regarding credit card inquiries and provide Tier 1 online support. Analyze customer information and respond to inquiries while adhering to escalation procedures and fulfilling customer requests.