Customer Service Representative

Job Description

The Customer Service Representative role at NTT DATA requires a minimum of 3 to 5 years of experience in a contact center environment. The ideal candidate should be bilingual in Spanish and English, demonstrating strong verbal communication skills and a customer-focused demeanor. Responsibilities include responding to customer inquiries, educating customers on account issues, and maintaining high service quality standards. The starting pay range for this position is $30,613 – $42,477, depending on experience and qualifications. This role may also offer remote work options, subject to compliance with company policies.

Job Responsibility

Serve as the primary point of contact for customers seeking assistance via inbound telephone calls or email correspondence
Respond to customer inquiries through an Automatic Call Distribution (ACD) system and an email routing platform in a timely, professional, and efficient manner
Educate and assist customers with account and billing-related questions, concerns, and service requests
Accurately identify customer needs and provide appropriate resolutions in full compliance with established Policies, Procedures, and Protocols
Research and analyze customer inquiries, taking appropriate and timely action to resolve billing and service-related matters
Foster positive customer relationships while consistently demonstrating the highest standards of ethics, quality, and professionalism
Provide application support and navigational guidance for customer-facing technologies
Escalate unresolved issues to the appropriate next level of support in accordance with established escalation protocols and business guidelines
Deliver accurate information and guidance related to first-level business processes and requirements
Document all customer interactions by entering detailed, accurate, and complete account notes in accordance with Account Note Maintenance Guidelines
Demonstrate consistent adherence to the CARE Framework, including Compliance, Attendance, Results, and Excellence
Uphold EDGE Framework standards by meeting Quality Assurance requirements and positively contributing to Customer Feedback survey outcomes
Must remain fully engaged in the role by staying current on all project and team communications, regularly reviewing email and internal updates, and communicating clearly and effectively with all project stakeholders
Must consistently meet required performance standards for Availability, Responsiveness, and Average Handle Time (AHT)
Must consistently meet all zero-tolerance, business-critical Service Reliability Evaluation (SRE) standards and scored quality requirements

Requirements

Minimum of 3 to 5 years of experience in a contact center and/or customer service environment, including demonstrated familiarity with performance metrics related to Availability, Call Handling, and Quality Assurance
High school diploma or GED required
Language Requirement: Fluency in English (written and verbal) as well as fluency in Spanish is highly preferred

Nice to have

Completion of continuous vocational training, college coursework, or attainment of a college degree
Strong verbal communication skills with the ability to demonstrate a clear, professional tone and articulate speaking ability
Proficient computer and keyboarding skills, including the ability to efficiently navigate multiple systems, screens, and applications simultaneously
Demonstrated customer-focused demeanor with strong service orientation and the ability to deliver exceptional customer service in a dynamic and fast-paced environment