BPO Customer Care Senior Associate

Roles & Responsibilities: 

• These individuals have a working knowledge of one technical skill.

• They work on routine and non-routine matters.

• They handle routine questions and issues, referring to complex or unexpected matters to higher level employees for assistance.

• Resolves more complex client situations by applying demonstrated knowledge and skills generally acquired through job experience. 

• Ensures accurate and timely completion of transactions to meet or exceed client SLAs. 

• Works on preparation of SOPs / process transitions.

• They may regularly interact with customers and first line management.

• Takes escalated calls from providers/callers. 

• Develops tactical and operational plans to achieve key milestones in the project. 

• Ensures accurate and timely processing of transactions to meet or exceed client service level agreements. 

• Identifies and resolves issues around nonstandard pending transactions. 

• Typically requires 3-5 years relevant experience. 

• High School Diploma or equivalent. 

• Undergraduate degree or some college coursework preferred. 

• Solid computer skills. 

• Strong communication skills. 

• Strong customer service skills. 

• Strong attention to detail, time management and organizational skills. 

• Ability to physically perform general office requirements. 

• Must be able to perform essential responsibilities with or without reasonable accommodation.

**Work hours from 9:00 pm to 6:00 am PST (Mon – Fri) from NttData Office at Manila. Additionally, resources may have to do overtime and work on weekend’s basis business requirement.