BPO Customer Care Senior Representative

2 weeks ago

Quezon City, National Capital Region, Philippines NTT DATA North America Full time ₱25,000 - ₱50,000 per year

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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