Remote Customer Care Specialist

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A career with the BPO division of NTT is like no other experience – we have a fast-paced, unique culture that provides abundant opportunities for personal and professional growth. From fun-filled teams who stay connected, our diverse and passionate colleagues show their spirit each day by delivering superior value to our customers. Together we do great things!What’s in it for You?

• Work-From-Home from Day 1, we supply the equipment.
• Virtual Training provided.
• Comprehensive benefits package (medical, vision, and dental).
• RRSP program options.
• Short and Long Term Disability options.
• Opportunities for career progression.
• Substantial Referral Bonus, vacation allotment, and much more!

If you are looking to jump-start your career and join a leading company, then NTT BPO is the place to be!Position Status:Full Time, Permanent, RemoteHours of Operation:Monday-Sunday 7:00am-1:00am AST (Rotational Shifts)Rate of Pay:Â$18.00/English / $19.00/Bilingual (English & French)Position Overview:As a Customer Care Specialist with NTT BPO, you will be responsible for delighting customers by   handling inbound calls from existing and potential customers for our client. You will be 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 professional manner. Come join NTT BPO to become a Brand Ambassador and delight customers as the first point of contact for our client.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

NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. 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, veteran status, or other protected category.NBIND