BPO Customer Care Senior Associate

NTT
Manila
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 3-5 yearsEducation: high_schoolSkills: ["Communication","Customer service","Attention to detail","Time management","Organizational skills"]

Handle routine and non-routine customer questions and issues in a BPO environment, resolving complex cases using job experience and escalating unexpected matters to higher-level teams. Ensure accurate, timely transaction processing to meet or exceed client SLAs, develop tactical plans to achieve project milestones, and support SOP/process transition preparation. Regularly interact with customers and first-line management while taking escalated calls from providers or callers.

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FursaFursa
NTT
NTT
1 month ago

BPO Customer Care Senior Associate

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Handle routine and non-routine customer questions and issues in a BPO environment, resolving complex cases using job experience and escalating unexpected matters to higher-level teams. Ensure accurate, timely transaction processing to meet or exceed client SLAs, develop tactical plans to achieve project milestones, and support SOP/process transition preparation. Regularly interact with customers and first-line management while taking escalated calls from providers or callers.
Location: Manila
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Handle routine questions and issues, escalating complex or unexpected matters to higher-level employees
  • •Resolve more complex client situations by applying demonstrated knowledge and skills
  • •Ensure accurate and timely completion/processing of transactions to meet or exceed client SLAs
  • •Work on preparation of SOPs/process transitions and support operational planning to hit project milestones
  • •Take escalated calls from providers/callers and identify/resolve issues around nonstandard pending transactions

Key Requirements

  • •Typically 3-5 years of relevant experience
  • •High school diploma or equivalent
  • •Undergraduate degree or some college coursework preferred
  • •Solid computer skills
  • •Strong communication, customer service, attention to detail, time management, and organizational skills
Experience:3-5 years
Education:High School
Skills:CommunicationCustomer serviceAttention to detailTime managementOrganizational skills

Company Brief

NTT
Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: London, United Kingdom
Founded: 1983
WebsiteLinkedIn