Description

A Career at NTT Means:

• Having ongoing opportunities to GROW your career- we offer barrier-free learning with multiple self-learning tools available.
• Being part of a global organization where you can BELONG - in an inclusive and diverse working environment where you are free to be your best self. We’re committed to building a people-focused environment where you can shine, no matter who you are.
• Belonging to a team where you can make a DIFFERENCE - to your clients, colleagues, and communities. Your ideas are embraced, impactful, and keep us agile.
• Being part of a global PIONEER – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

What else does NTT BPO Offer? We’re glad you asked!

• All equipment required for you to be successful in your role
• Virtual paid training
• Comprehensive benefits package (medical, vision, and dental)
• Employee Assistance Program
• RRSP program options
• Short- and Long-Term Disability options
• Rewards and Recognition programs
• Internal career advancement opportunities

Position 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 Status: Full Time Permanent

Hours of Work: Monday – Sunday 7am-11pm EST (rotating shift hours apply)

Location: On Site (8F Hanston Square Building, #17 San Miguel Ave Barangay San Antonio, Pasig City)

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
• Demonstrated analytical and problem-solving skills
• Demonstrated ability to work within time constraints
• Working knowledge of PCs and strong keyboarding skills (min 25 wpm)
• 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 evenings and weekends
• Experience working in a call center environment specifically in a customer service role
• Previous Financial Services experience would be considered an asset

Diversity. Equity. Inclusion.

Unleashing the power of being unique.

We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.

At NTT what you do matters. Because here YOU can.