Customer Service Investigator

• 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.

• Experience: Minimum 6 months tenure working on the program. Not applicable for resources hiring in India.
• Customer Service Background: Experience in the credit card industry, particularly in customer service.
• Escalation Handling: Previous experience in handling escalated calls is preferred.
• Confidence: Demonstrate high confidence while dealing with escalated situations and customers.
• Flexibility: Ability to think outside the box and provide individualized customer service tailored to specific issues.
• Time Management: Excellent time management skills.
• Feedback Acceptance: Open to constructive feedback from supervisors, operational leads, and team coordinators.
• Efficiency: Ability to work well within limited timelines.
• Communication Skills: Excellent organizational and communication skills, using tact and diplomacy both within the organization and with customers.
• Proactive Approach: Bias for action and proactive problem-solving.

Escalation Handling: Previous experience in handling escalated calls is preferred.