Remote Customer Care Specialist

Description

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

It’s our belief in possibility that drives us, but it’s our people that make it happen. At NTT, what you do matters.

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 with NTT BPO, 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, Remote

Position Title : Remote Customer Care Specialist

Hours of Operation : Monday - Sunday 7 : 00am - 11 : 00pm EST

Rate of Pay : $15.00 / hr. English

Responsibilities :

• Play a key role in advising and supporting existing and potential customers whilst creating positive experiences and engagements
• Manage inbound customer calls regarding standard credit card inquiries, transactions, account maintenance and Tier 1 online support.
• Increase customer confidence by responding 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.
• Act as a single point of contact and 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.
• Strive to achieve and improve service level agreements and productivity targets
• 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.
• Participate fully as a team member, help build a positive and diverse work environment, willingly assist and mentor others in the completion of work activities, and address communication issues efficiently

Requirements :

• Tactful communicator able to exchange ideas and customer information in a concise and logical way
• Excellent communication skills, both verbal and written
• Fluent in English; Bilingual (French) an asset
• Superior customer service skills
• Professional and pleasant telephone etiquette
• Demonstrated analytical and problem-solving skills
• Demonstrated ability to work within time constraints
• Proficiency in software tools including MS Office, and internet application
• Working knowledge of PCs and strong keyboarding / data capturing skills (min 25 wpm)
• Positive attitude and demonstrated ability to perform in a team-based environment
• 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
• High Speed internet (10MB or greater)
• A physical space where you can fit your PC and Monitor near a router or modem. This is important since you must be connected via Ethernet port and not by Wi-Fi
• Ability to follow instructions for workstation set-up
• Ability to download and use the Google Authenticator app (using a smart phone or tablet)

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.

NBIND