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About the Role

This role is accountable for providing outstanding customer service and support by resolving telephone inquiries in an in-bound Customer Care Centre. The position enhances customer relationships and contributes to building customer loyalty through accurate and timely information delivery. Responsibilities include navigating computer systems to track calls, gather information, and resolve customer issues.

Responsibilities

• Fulfill customer requests and respond to inquiries/complaints via phone, email, and chat, demonstrating attention to customer care and a professional approach.
• Analyze information to process next steps according to the nature of the inquiry.
• Accurately complete documentation for each interaction, input data for call history, send messages to third parties, and initiate customer fulfillment.
• Remain current on program information, business initiatives, corporate products, and processes.
• Effectively promote products and services by maintaining a high level of competition and product knowledge.

Requirements

• Post-secondary degree or diploma.
• Experience in a call center environment, specifically in a customer service role.
• Strong oral and written communication skills in both official languages.
• Excellent writing skills, including grammar, spelling, and punctuation in both official languages.
• Demonstrated ability to work within time constraints.
• Advanced knowledge of PCs and strong keyboarding skills (minimum 25 wpm with 95% accuracy).
• Positive attitude and demonstrated ability to perform in a team-based environment.
• Flexibility and willingness to work rotational shifts, including evenings.
• Ability to implement change efforts.
• Proficient multitasking ability in a fast-paced, performance-driven environment.
• Ability to handle stress in a high-pressure environment.
• High-speed internet with minimum 30mb/s download and 10mb/s upload speeds (no satellite internet).
• A private, distraction-free physical space for PC and monitor near a router or modem.
• Connection via Ethernet port (not Wi-Fi).
• Ability to download and use the Google Authenticator app.
• Must have iOS 11 or Android version 10 (or newer).

Skills

• Customer service
• Oral communication
• Written communication
• Keyboarding
• Multitasking
• Problem-solving

Location

• Nova Scotia
• Quebec
• Ontario
• Alberta
• Manitoba
• New Brunswick
• Prince Edward Island

Work Type

• Full Time
• Remote

Experience Level

• Customer service experience in a call center environment

Education Level

• Post secondary degree or diploma

Salary/Compensations

• $20.00/HR - $21.00/HR Bilingual (French/English)

Benefits

• All equipment required for the 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

About the Company

• 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.
• A career at NTT DATA offers ongoing opportunities to grow, belonging in an inclusive working environment, making a difference, and being part of a global pioneer with exposure to Fortune 500 clients and world-leading technology partners.
• NTT DATA is a global organization with over 40,000 colleagues across 57 countries, delivering services in over 200 countries.

Equal Opportunity

• 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.