Remote Customer Care Analyst

At NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company's growth, market presence and our ability to help our clients stay ahead of the competition. By hiring, the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA and for the people who work here. We are currently hiring for a Customer Care Analyst opportunity in Canada working remote. Job Responsibilities: Provide quality customer service experience to our consumers and customers Maintain effective customer service for all internal and external customers by utilizing excellent, in-depth knowledge of Company products and programs Gain a working knowledge of Company systems and processes Attend appropriate training classes to continually work towards self-development to stay current on customer service procedures & practices Problem solves in a professional and effective manner. Communicate effectively with consumers via all channels (Including but not limited to: telephone, email, letter, chat, text, social media, etc...) Answer incoming faxes, calls, voicemail and emails and input data and file Address issues to provide first call resolution English speaking resources who can Communicate effectively to consumers' requests via social networks to team members Monitors social networks for potential threats or opportunities Respond in a timely manner to posts Create engaging and inviting environments on all social networks Display through appropriate vocabulary, friendly yet consumer driven care and concern Oversee new associates working on the pages and provide daily insights on their progress. Generate reports to show social networking growth as well as areas of improvement Usage & knowledge of Social Bakers daily to understand our brand's presence in Social Media Create new responses and protocols for social media channels Analyze the engagement levels on our brand pages Provide feedback to marketing with regards to but not limited to content, what resonates with our fans, complaints, distribution, etc... Availability off hours via mobile phone as well as extended hours during crisis or recall situations Maintain the company's integrity and follow our mission, vision and values Influence consumers across all social media channels Handle a wide variety of social media inquiries, comments and quality issues with composure, humor and empath Attentiveness to potential legal concerns regarding consumer comments and agency posts Moderate all user-generated content in line with the moderation policy for each community Coordinate scheduling of Posts/Tweets across all social media channels Oversee the development and management of data collection, management and analytics tools and social listening tools Interface with cross functional teams and our partner agencies Develop and implement social listening plans to understand competitive intelligence, campaign monitoring and brand meaning Identify trends in website traffic, customer reviews/ratings, social sentiment and media performance for analysis Understand the role of website content, coupons, etc and identify user experience gaps from website analytics Execute targeted client advocacy campaigns across a variety of internal and external platforms Basic Qualifications: 2 years' experience in customer service 2 years' experience in office environment 1 years' experience with Microsoft Office Suite High School Diploma/GED Must be fluent in English and Spanish or French Required of new-hires: Must have a working device (such as cell phone or tablet) for the 2-Factor Authentication process. Successfully complete Call Center training classes and demonstrate proficiency of the material. No time off allowed during training period Schedule availability for this position is Monday-Friday 7:00am-7:00pm CST, Saturday mornings (rotating) 8:00am-12:00pm CST could be required. Shift times may be changed as per client requirements. Additionally, overtime may be required based on business requirements. About NTT DATA NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at NTT DATA endeavors to make accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.