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NTT DATA Logo NTT DATA · Banking

Customer Service Investigator

India, Gurgaon · Job Posted February 01, 2026
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Job Description

The Customer Service Investigator (CSI) plays a crucial role in managing escalations and ensuring customer satisfaction within the NTT partnership. Candidates should have a strong background in customer service, particularly in the credit card industry, and possess excellent communication and analytical skills. The role requires a proactive approach to problem-solving and the ability to work collaboratively across departments. Ideal candidates will demonstrate confidence in handling escalated situations and be open to feedback. This is a full-time, permanent position with a focus on delivering exceptional customer service.

Job Responsibility

  • Manage Escalations: Handle ongoing escalation cases to ensure prompt, effective, and efficient resolution of customer issues related to the program
  • Offline Queue Management: Ensure offline queues are managed within a 48-hour SLA
  • Tracking and Reporting: Track reasons for escalations to assist in analytical processes and reporting
  • Customer Solutions: Seek solutions to customer issues, acting as an agent and an advocate for the product
  • Customer Liaison: Communicate with customers to gather further information, provide updates, and request documentation
  • Cross-Department Collaboration: Liaise with all areas of the NTT DATA partnership to ensure thorough understanding and resolution of customer escalations
  • Escalation Handling: Escalate concerns as appropriate and as requested by customers

Requirements

  • Minimum 6 months tenure working on the program (Not applicable for resources hiring in India)
  • Experience in the credit card industry, particularly in customer service
  • Previous experience in handling escalated calls is preferred
  • Demonstrate high confidence while dealing with escalated situations and customers
  • Ability to think outside the box and provide individualized customer service tailored to specific issues
  • Excellent time management skills
  • Open to constructive feedback from supervisors, operational leads, and team coordinators
  • Ability to work well within limited timelines
  • Excellent organizational and communication skills, using tact and diplomacy both within the organization and with customers
  • Bias for action and proactive problem-solving
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  • Experience: Minimum 6 months tenure working on the program. Not applicable for resources hiring in India.
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Job Responsibility
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  • Manage Escalations: Handle ongoing escalation cases to ensure prompt, effective, and efficient resolution of customer issues related to the program.
  • Offline Queue Management: Ensure offline queues are managed within a 48-hour SLA.
  • Tracking and Reporting: Track reasons for escalations to assist in analytical processes and reporting.
  • Customer Solutions: Seek solutions to customer issues, acting as an agent and an advocate for the product.
  • Customer Liaison: Communicate with customers to gather further information, provide updates, and request documentation.
  • Cross-Department Collaboration: Liaise with all areas of the NTT DATA partnership to ensure thorough understanding and resolution of customer escalations.
  • Escalation Handling: Escalate concerns as appropriate and as requested by customers.
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The Customer Service Investigator (CSI) plays a crucial role in managing escalat...
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Expiration Date
Until further notice
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Requirements
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  • Minimum 6 months tenure working on the program
  • Experience in the credit card industry, particularly in customer service
  • Previous experience in handling escalated calls is preferred
  • Demonstrate high confidence while dealing with escalated situations and customers
  • Ability to think outside the box and provide individualized customer service tailored to specific issues
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  • Bias for action and proactive problem-solving
Job Responsibility
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  • Manage Escalations: Handle ongoing escalation cases to ensure prompt, effective, and efficient resolution of customer issues related to the program
  • Offline Queue Management: Ensure offline queues are managed within a 48-hour SLA
  • Tracking and Reporting: Track reasons for escalations to assist in analytical processes and reporting
  • Customer Solutions: Seek solutions to customer issues, acting as an agent and an advocate for the product
  • Customer Liaison: Communicate with customers to gather further information, provide updates, and request documentation
  • Cross-Department Collaboration: Liaise with all areas of the NTT DATA partnership to ensure thorough understanding and resolution of customer escalations
  • Escalation Handling: Escalate concerns as appropriate and as requested by customers
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Customer Service Investigator

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Location
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Salary:
Not provided
nttdata.com Logo
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Expiration Date
Until further notice
Flip Icon
Requirements
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  • Minimum 6 months tenure working on the program (Not applicable for resources hiring in India)
  • Experience in the credit card industry, particularly in customer service
  • Previous experience in handling escalated calls is preferred
  • Demonstrate high confidence while dealing with escalated situations and customers
  • Ability to think outside the box and provide individualized customer service tailored to specific issues
  • Excellent time management skills
  • Open to constructive feedback from supervisors, operational leads, and team coordinators
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  • Excellent organizational and communication skills, using tact and diplomacy both within the organization and with customers
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  • Offline Queue Management: Ensure offline queues are managed within a 48-hour SLA
  • Tracking and Reporting: Track reasons for escalations to assist in analytical processes and reporting
  • Customer Solutions: Seek solutions to customer issues, acting as an agent and an advocate for the product
  • Customer Liaison: Communicate with customers to gather further information, provide updates, and request documentation
  • Cross-Department Collaboration: Liaise with all areas of the NTT DATA partnership to ensure thorough understanding and resolution of customer escalations
  • Escalation Handling: Escalate concerns as appropriate and as requested by customers
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Until further notice
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  • Experience in the credit card industry, particularly in customer service
  • Previous experience in handling escalated calls is preferred
  • Demonstrate high confidence while dealing with escalated situations and customers
  • Ability to think outside the box and provide individualized customer service tailored to specific issues
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  • Open to constructive feedback from supervisors, operational leads, and team coordinators
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  • Previous experience in handling escalated calls is preferred
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  • Ability to think outside the box and provide individualized customer service tailored to specific issues
  • Excellent time management skills
  • Open to constructive feedback from supervisors, operational leads, and team coordinators
  • Ability to work well within limited timelines
  • Excellent organizational and communication skills, using tact and diplomacy both within the organization and with customers
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  • Offline Queue Management: Ensure offline queues are managed within a 48-hour SLA
  • Tracking and Reporting: Track reasons for escalations to assist in analytical processes and reporting
  • Customer Solutions: Seek solutions to customer issues, acting as an agent and an advocate for the product
  • Customer Liaison: Communicate with customers to gather further information, provide updates, and request documentation
  • Cross-Department Collaboration: Liaise with all areas of the NTT DATA partnership to ensure thorough understanding and resolution of customer escalations
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