Bilingual Customer Care Specialist

With people at the heart of our success, NTT Data is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters. It’s our belief in possibility that drives us, but it’s our people that make it happen. At NTT Data, what you do matters.

A Career at NTT Data Means:

• Having ongoing opportunities to GROW your career- we offer barrier-free learning with multiple self-learning tools available.
• Being part of a global organization where you can BELONG - in an inclusive and diverse working environment where you are free to be your best self. We’re committed to building a people-focused environment where you can shine, no matter who you are.
• Belonging to a team where you can make a DIFFERENCE - to your clients, colleagues, and communities. Your ideas are embraced, impactful, and keep us agile.
• Being part of a global PIONEER – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
  
  

What else does NTT Data Offer? We’re glad you asked!

• All equipment required for you to be successful in your role
• Virtual paid training
• Comprehensive benefits package (medical, vision, and dental)
• Employee Assistance Program
• RRSP program options
• Short- and Long-Term Disability options
• Rewards and Recognition programs
• Internal career advancement opportunities
  
  

Position Overview:

As a Customer Care Specialist with NTT Data, you will be responsible for delighting customers by handling inbound calls from existing and potential customers for our client, President’s Choice Financial. You will be directly accountable for meeting and exceeding client goals as they relate to service levels and quality of calls within a team-driven and fast-paced work environment. Successful incumbents will have a keen interest in solving customer issues and/or answering inquiries as quickly and easily as possible, while remaining committed to delivering exceptional customer service in a professional manner. Come join NTT Data to become a Brand Ambassador and delight customers as the first point of contact for our client, President’s Choice Financial.

Position: Remote Customer Care Specialist- President’s Choice Financial Client

Position Status: Full Time, Permanent, Remote

Hours of Work: Monday-Sunday 8:00am-12:00am AST

Rate of Pay: $19.00/Bilingual (French/English)

Open to residents of Nova Scotia, New Brunswick, and Ontario.

Responsibilities:

• Play a key role in advising and supporting existing and potential customers whilst creating positive experiences and engagements.
• Manage inbound customer calls regarding standard credit card inquiries, transactions, account maintenance and Tier 1 online support.
• Increase customer confidence by responding to customer inquiries in a pleasant, courteous, professional, and well-informed manner.
• In conjunction with on-screen customer information, identify customer needs through customer contact while simultaneously reading/updating customer information on the system.
• Act as a single point of contact and analyze information presented by the customer and action next steps accordingly based on the nature of the inquiry.
• Adhere to established escalation procedures when mitigating complaints/escalations on the first contact.
• Remain current on program information and business initiatives, as well as corporate products and processes.
• Strive to achieve and improve service level agreements and productivity targets.
• Achieve quality service by accurately assessing and responding to customer needs, using sound judgment and flexibility when recommending appropriate options/solutions.
• Fulfill customer brand expectations in a manner that complies with policies, practices, and procedures.
• Accurately complete appropriate documentation for each transaction.
• End each call by completing all required activity in order to fulfill customer requests.
• Participate fully as a team member, help build a positive and diverse work environment, willingly assist and mentor others in the completion of work activities, and address communication issues efficiently.
  
  

Requirements:

• Fluent in English; Bilingual (French) required.
• Excellent communication skills, both verbal and written
• Tactful communicator able to exchange ideas and customer information in a concise and logical way.
• Superior customer service skills
• Professional and pleasant telephone etiquette
• Demonstrated analytical and problem-solving skills.
• Demonstrated ability to work within time constraints.
• Proficiency in software tools including MS Office, and internet application.
• Working knowledge of PCs and strong keyboarding/ data capturing skills (min 25 wpm)
• Positive attitude and demonstrated ability to perform in a team-based environment.
• Must have flexibility and willingness to work rotational shifts, including evenings and weekends.
• Experience working in a call center environment specifically in a customer service role.
• Previous Financial Services experience would be considered an asset.
• Power outlets for both a PC and Monitor
• High Speed internet (10MB or greater)
• A physical space where you can fit your PC and Monitor near a router or modem that is private and free of distraction. This is important since you must be connected via Ethernet port and not by Wi-Fi.
  
  

Diversity. Equity. Inclusion.

Unleashing the power of being unique.

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 reassignment, veteran status, or other protected category.

At NTT Data what you do matters. Because here YOU can.

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