Job Description
Title: Call Center Senior Representative
Location: Chicago, IL, US
Req ID: 264281
NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Call Center Senior Representative to join our team in Chicago, Illinois (US-IL), United States (US).
Responsibilities:
- Respond to and service customer calls via an inbound ACD system or emails via an email routing client.
- Educate and inform customers on account related billing questions, concerns and requests
- Provide proper resolution that fully meets all Policies, Procedures and Protocols
- Research and analyze inquiries taking appropriate action in resolving their billing situation.
- Promote positive customer relations while maintaining the highest standards of ethics, quality and professionalism.
- Serve as the first point of contact for customers seeking assistance over the phone or email
- Perform troubleshooting techniques
- Perform application navigational guidance
- Identify and determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on first level business requirements
- Record events and problems and their resolution
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
Basic Qualifications:
- High school diploma or GED required
- Minimum 1 year experience of call center/customer service experience