BPO Call Center Senior Associate

6 days ago

Quezon City, National Capital Region, Philippines NTT DATA North America Full time ₱250,000 - ₱450,000 per year

Key Responsibilities

  • Act as the first line of support for customer issues and service requests.
  • Handle inbound customer calls, emails, and portal tickets, ensuring timely and professional communication.
  • Accurately document all incidents and actions taken in the ticketing system.
  • Perform basic troubleshooting for hardware (e.g., printers, tablets), software (mobile applications), and connectivity issues (Bluetooth, Wi-Fi).
  • Follow scripted resolutions and standard operating procedures from the Knowledge Base.
  • Resolve customer issues within defined SLAs (Service Level Agreements).
  • Escalate unresolved issues to Level 2 or specialized technical teams with detailed documentation.
  • Ensure high levels of customer satisfaction by providing friendly, efficient, and empathetic service.
  • Participate in regular training sessions to stay updated on processes, tools, and technologies.
  • Maintain confidentiality and comply with company data protection and security policies.

________________________________________

Skills And Qualifications
Essential:

  • Diploma or Bachelor's degree in IT, Computer Science, or a related field.
  • 0–2 years of experience in technical support or customer service (freshers with strong communication and technical aptitude are encouraged).
  • Basic understanding of hardware, software, and networking concepts.
  • Strong troubleshooting and problem-solving skills.
  • Excellent verbal and written communication skills.
  • Ability to multitask, prioritize, and manage time effectively.
  • Customer-oriented mindset with attention to detail.

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