Remote Client Service Specialist

Conteúdo do emprego

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 7am - 11pmÂ

Rate of Pay: $14 - $17 hourly.

Position Overview:

Primary responsibilities include handling inbound calls from existing and potential customers regarding application processing, account updates, product information questions and website support. Â

Representing our and our clients’ brand, you will directly affect cardholder’s impressions of the quality of service and thus need to be focused on efficiency and the quality of customer interactions you deliver within our fast-paced and dynamic work environment.  Â

Responsibilities:

• Provide excellent service on inbound, outbound, and offline servicing channels.
• Primary responsibility being inbound call servicing.
• Provide excellent customer service while responding to all inbound inquiries including but not limited to application processing, card activation, account updates/inquiries, product information and website support.
• Provide excellent customer service while making outbound calls regarding general service inquiries
• Remain current on product, program information and business initiatives, in order to provide expert-level advice to customers.
• Naturally presenting recommended product offers to cardholders to assess interest and eligibility
• Drive customer engagement by discussing the benefits and features of supplemental products and services with the goal of achieving sales of these products.
• Accurately process offline customer correspondence
• In conjunction with on-screen customer information, identify the cardholder’s needs while simultaneously reading and updating customer information on the system.
• Analyze information presented by the cardholder to process next steps according to policy and procedures.
• Identify and resolve inquires & complaints to achieve a mutually satisfactory solution ensuring that the escalation process is followed as necessary.
• Adhere to established departmental escalation procedures, Quality Standard Guidelines defined by NTT and the client, and requirements and controls in relation to PCI compliance standards.
• Adhere to the NTT Code of Conduct and Sensitive Consumer Information Standard.
• Achieve quality service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate options/solutions, while adhering to the standards of quality assurance program.
• Ability to articulate program specific information to external customers in a clear manner
  
  

Requirements:

• Excellent communication skills, both verbal and written.
• Bilingualism (English & French) is considered an asset.
• Ability to learn new skills/concepts and apply this knowledge quickly and accurately.
• Ability to resolve complex, and often sensitive customer complaints/inquiries in a professional manner in accordance with company policies and procedures, values, and best practice.
• Working knowledge of PCs and strong keyboarding skills (min 25 wpm).
• Positive attitude and demonstrated ability to perform in a team-based environment.
• Must be available to work during established hours of operation, including weekends.
  
  

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.

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