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.