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Call Center and Customer Service Representative

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Date: Oct 21, 2021

Location: Chicago, IL, US

Company: NTT DATA Services

Req ID: 148287 

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 and Customer Service 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
  • Indentify 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 equivalent required

 Minimum 1 year experience of call center/customer service experience

 

In addition to the work requirements, candidates must meet the following requirements while assigned to work in a remote capacity:

 

Workspace
•    One that has minimal to no distractions, that is quiet and that would not hinder the servicing of customers via calls or email
Desktop/Laptops
•    Operating system must be Microsoft Windows 7 or higher (Chromebooks, ChromeOS, Linux and MacOS are not compatible with our systems)
•    4 GB of RAM
•    Storage Space: 60 GB of hard drive storage or higher. Solid State Drive preferred.
•    Mouse and Keyboard
•    Intel Core processor i3 and higher or AMD FX 6xxx and higher (or equivalent) preferred
•    Headset (USB corded headset preferred)
•    Unit must contain Anti-Virus Protection (Norton, McAfee, Kaspersky, Avast, etc.). Note that Windows 10 comes with built-in anti-virus software (Windows Defender).
Internet
•    Cable or DSL internet required (minimum speeds of up to 25 Mbps).
•    Internet Explorer 11
•    Ethernet cat 5e connection or higher strongly preferred
Additional
•    IOS, MacOS, ChromeOS and Linux are not compatible with our phone software.
•    Internet connectivity should be at least 25 mbps using DSL/Cable or Fiber
•    WiFi is strongly discouraged. A wired connection has proven to be much more reliable plus with WiFi we cannot determine strengths of bandwidth between the user and the router.

 

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law. To learn more, please visit https://us.nttdata.com/en/about-us/content/diversity-and-inclusion. Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case-by-case basis. Please email EEOOfficer@nttdata.com for assistance.


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