Customer Care Senior Associate

Skills

• Ability to effectively communicate with the caller
• Highly developed interpersonal and customer relationship skills
• Attention to detail, time management and organizational skills
• An analytical bent of mind, reasoning ability & decision-making skills
• Good verbal and written communication skills
Strong computer skills (accurate typing ability & familiarity will MS applications, like word, excel, power point etc.

Job Level Specific Duties

• Call handling, research and processing information on multiple applications
• Self-starter, with an ability to work in a team environment
• Must be able to handle the stress and the pressure of SLAs and tight deadlines
• Input, edit and maintain customer account information
• Escalates issues in an appropriate and timely manner – and to the right person/ team
• Serve as liaison between customers, account leadership and various internal departments
• Documents all activities and actions required to successfully resolve all customer queries
• Provides efficient and courteous customer services through telephone, email and chat
• Display an in-depth knowledge of systems and operations to support the business
• Resolves difficult and frequently unique customer questions and complaints
• Answers routine questions following pre-established guidelines and performs research on customer queries
• Follows policies and procedures to meet all client and NTT DATA regulatory requirements related to data protection, record retention, privacy and confidentiality
• Open to work in 24 x 7 environment, basis customer need