Call Center Associate
Grade 4 &5
Key Responsibilities
• Act as the first line of support for customer issues and service requests.
- Handle inbound customer calls, emails, and portal tickets, ensuring timely and professional communication.
- Accurately document all incidents and actions taken in the ticketing system.
• Perform basic troubleshooting for hardware (e.g., printers, tablets), software (mobile applications), and connectivity issues (Bluetooth, Wi-Fi).
• Follow scripted resolutions and standard operating procedures from the Knowledge Base.
• Resolve customer issues within defined SLAs (Service Level Agreements).
• Escalate unresolved issues to Level 2 or specialized technical teams with detailed documentation.
• Ensure high levels of customer satisfaction by providing friendly, efficient, and empathetic service.
• Participate in regular training sessions to stay updated on processes, tools, and technologies.
• Maintain confidentiality and comply with company data protection and security policies.
Company profile
NTT Communications
NTT Communications Philippines Corporation, a 100 percent owned subsidiary of NTT Communications has been established last June 19, 2009. With the establishment of our company, we can now respond quickly to the global NI/SI solution needs of our customers. We can also offer our services not only from traditional NI but also to SI needs of our customers with high quality ICT solution.NTT Communication Philippines provides IT Consulting services to customers to maximize their IT Infrastructure and to help them improve operation efficiency related to their business and IT Operation.Provides wide variety of security counter measure plans including detecting illegal access and security training.Reliable multi-language (Filipino, English and Japanese) service support providing customer peace of mind and regular process reporting.Maintenance service of both network and hardware, such as regular system check, prompt and generous support during outages, and develop preventive measures proposal.
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