Remote Customer Care Analyst

Remote Customer Care Analyst – Canada at NTT DATA North America At NTT DATA, we believe that great people power our success. The quality, integrity and commitment of our employees are key factors in our company’s growth and capacity to help clients stay ahead of the competition. We offer a remote role focused on customer service and social media support in Canada. 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 develop and stay current on customer service procedures and practices. Problem‑solve in a professional and effective manner. Communicate effectively with consumers via all channels (telephone, email, letter, chat, text, social media, etc.). Answer incoming faxes, calls, voicemail and emails and input data and file. Address issues to achieve first‑call resolution. Use social networks to monitor potential threats or opportunities and respond in a timely manner to posts. Create engaging and inviting environments on all social network platforms. Generate reports to show social networking growth and areas for improvement. Use Social Bakers daily to understand our brand’s presence in social media. Develop new responses and protocols for social media channels. Analyze the engagement levels on our brand pages and provide feedback to marketing on content, fan resonance, complaints, distribution, etc. Maintain company integrity and follow our mission, vision and values. Influence consumers across all social media channels and handle inquiries with composure, humor and empathy. Be attentive 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 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 an office environment. 1 year’s experience with Microsoft Office Suite. High School Diploma/GED. Fluent in English and Spanish or French. Required of New Hires Must have a working device (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 the training period. Schedule availability Monday‑Friday 7:00 am‑7:00 pm CST, Saturday mornings (rotating) 8:00 am‑12:00 pm CST may be required. Shift times may be changed as per client requirements. Additional overtime may be required based on business needs. 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 Pay Transparency information, please click here. #J-18808-Ljbffr