Remote Escalations Representative Jobs in Hamilton, ON

Req ID:388384 

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 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:

Primary responsibilities include handling inbound calls from existing and potential customers regarding application processing, account updates, product information questions and website support.  

Representing our and our clients' brand, you will directly affect cardholder's impressions of the quality of service and thus need to be focused on efficiency and the quality of customer interactions you deliver within our fast-paced and dynamic work environment.   

Position: Customer Service and Sales Specialist

Position Status: Full Time Permanent - Work from Home

Hours of Work: Monday - Sunday (Rotational Shifts)

Location: Remote. Open to applicants located in Alberta, Manitoba, Ontario, Quebec, New Brunswick, Prince Edward Island, and Nova Scotia.

Rate of Pay: $21.00/HR (English/French)

Responsibilities:

• Provide excellent service on inbound, outbound, and offline servicing channels.
• Primary responsibility being inbound call servicing.
• Provide excellent customer service while responding to all inbound inquiries including but not limited to application processing, card activation, account updates/inquiries, product information and website support.
• Provide excellent customer service while making outbound calls regarding general service inquiries.
• Remain current on product, program information and business initiatives, in order to provide expert-level advice to customers.
• Naturally presenting recommended product offers to cardholders to assess interest and eligibility.
• In conjunction with on-screen customer information, identify the cardholder's needs while simultaneously reading and updating customer information on the system.
• Analyze information presented by the cardholder to process next steps according to policy and procedures.
• Identify and resolve inquires & complaints to achieve a mutually satisfactory solution ensuring that the escalation process is followed as necessary.
• Adhere to established departmental escalation procedures, Quality Standard Guidelines defined by NTT DATA and the client, and requirements and controls in relation to PCI compliance standards.
• Adhere to the NTT DATA Code of Conduct and Sensitive Consumer Information Standard.
• Achieve quality service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate options/solutions, while adhering to the standards of quality assurance program. 
• Ability to articulate program specific information to external customers in a clear manner.

Requirements:

• Superb verbal communication skills with perfect fluency in both official languages, English and French is required.
• High school diploma and 2 years of previous customer experience required.
• Contact center experience considered a strong asset.
• Previous financial services experience and knowledge of credit cards would be considered an asset.
• Passionate about being a Customer Service Professional
• Proven active listening, analytical and problem-solving skills.
• Positive attitude with an ability to work well with others.
• Flexible, conscientious, and able to follow directions.
• Proficient in Microsoft Suite Applications with strong keyboarding skills
• Demonstrated ability to work within time constraints.
• Ability to multitask and work multiple assignments throughout a shift.
• Achieve or exceed performance targets in-line with Goals and Objectives for a CSR role- quality, average handle time.
• Must have flexibility and willingness to move between various shifts.

Working From Home Requirements: 

• High Speed internet with a minimum 30mb/s download and 10mb/s upload speeds (No Satellite Internet)  
• A physical space where you can fit your PC and Monitor near a router or modem that is private and free of distraction.  
• You must be connected via Ethernet port and not by Wi-Fi.  
• Ability to download and use the Google Authenticator app. 
• Must have IOS 11 or Android version 10 (or newer).  

This job posting is for future vacancies. Applications are screened with AI technology and reviewed by NTT DATA recruiters. 

#BIND 

Inclusion. Belonging.

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.