Call Center Associate
NTT Data View all jobs
- Quezon City, Metro Manila
- Permanent
- Full-time
- Act as the first line of support for customer issues and service requests.
- Handle inbound customer calls, emails, and portal tickets, ensuring timely and professional communication.
- Accurately document all incidents and actions taken in the ticketing system.
- Perform basic troubleshooting for hardware (e.g., printers, tablets), software (mobile applications), and connectivity issues (Bluetooth, Wi-Fi).
- Follow scripted resolutions and standard operating procedures from the Knowledge Base.
- Resolve customer issues within defined SLAs (Service Level Agreements).
- Escalate unresolved issues to Level 2 or specialized technical teams with detailed documentation.
- Ensure high levels of customer satisfaction by providing friendly, efficient, and empathetic service.
- Participate in regular training sessions to stay updated on processes, tools, and technologies.
- Maintain confidentiality and comply with company data protection and security policies.