BPO Customer Care Senior Representative

14 hours ago

Quezon City, National Capital Region, Philippines NTT DATA North America Full time

Responsibilities:


•    Deliver first class service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate solutions.

•    To fulfill customer requests, respond to inquiries/complaints, demonstrating due attention to customer care and a professional approach at all times.  

•    Respond to complex customer inquiries and complaints in a highly informed, accurate and responsible manner in accordance with resources provided.

•    Accurately complete appropriate documentation for each interaction, and wrap up by inputting data for call history, sending messages to appropriate third parties when required, and/or initiating the necessary customer fulfillment.

•    Remain current on program and product information by being committed to continuous learning.

•    Maintain strict confidentiality at all times and adhere to legislation and service guidelines on the use of data.

Requirements:


•    Demonstrated passion for customer satisfaction excellence and prior experience is a strong asset.

•    English; Bilingual (French) an asset

•    Interactive customer service environment required.

•    Related experience in the food and/or retail industry considered an asset.

•    Strong and developed oral and written communication skills, including typing, spelling, and grammar. 

•    Demonstrated ability to implement change efforts.

•    Ability to learn new skills/concepts and apply this knowledge quickly and accurately.

•    Advanced knowledge of PCs and familiarity with system navigation.

•    Positive attitude and demonstrated ability to get along with others.

•    Professional, empathetic, and naturally caring conversational style.

•    Display tact and diplomacy in handling all levels of customer interaction.

•    Ability to resolve complex, and often sensitive customer complaints/inquiries in a professional manner in accordance with company policies and procedures, values, and best practice.

•    Ability to work all required shifts. 

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