Global Customer Experience Specialist

3 weeks ago

Campbellton, New Brunswick, Canada NTT Business Process Outsourcing Full time

About Us: NTT Data is a global organization committed to attracting and growing the best talent, providing an environment where everyone feels they can belong and their contribution matters. We believe in possibility, but it's our people that make it happen.

Career at NTT Data Means:

  • 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 and diverse 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?
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

Job Overview: As a Bilingual Customer Service Representative, you will be a leading Brand Ambassador serving as the first point of contact for customers in English or French .
We are looking for candidates who have a keen interest in solving customer issues and answering questions while being committed to delivering exceptional customer service in a caring and considerate manner. In short, we are looking for a commitment to make every customer interaction enjoyable.

Responsibilities:
  • Deliver first class service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate solutions.
  • Fulfill customer requests, respond to inquiries/complaints, demonstrating due attention to customer care and a professional approach at all times.
  • Respond to complex customer inquiries and complaints in a highly informed, accurate and responsible manner in accordance with resources provided.
  • Accurately complete appropriate documentation for each interaction, and wrap up by inputting data for call history, sending messages to appropriate third parties when required, and/or initiating the necessary customer fulfillment.
  • Remain current on program and product information by being committed to continuous learning.
  • Maintain strict confidentiality at all times and adhere to legislation and service guidelines on the use of data.
Requirements:
Demonstrated passion for customer satisfaction excellence and prior experience in an interactive customer service environment.
Bilingual (English/French) a requirement.
Related experience in the food and/or retail industry considered an asset.
Strong and developed oral and written communication skills, including typing, spelling, and grammar.
Demonstrated ability to implement change efforts.
Ability to learn new skills/concepts and apply this knowledge quickly and accurately.
Advanced knowledge of PCs and familiarity with system navigation.
Positive attitude and demonstrated ability to get along with others.
Professional, empathetic, and naturally caring conversational style.
Display tact and diplomacy in handling all levels of customer interaction.
Ability to resolve complex, and often sensitive customer complaints/inquiries in a professional manner in accordance with company policies and procedures, values, and best practice.
Ability to work all required shifts.

Salary: $16.20 - $19.90 per hour

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