Call Center Senior Representative (bi-lingual Spanish)

Req ID: 360619 

NTT DATA 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 Senior Representative (bi-lingual Spanish) to join our team in Chicago, Illinois (US-IL), United States (US).

General Duties and Tasks

 

• Serve as the primary point of contact for customers seeking assistance via inbound telephone calls or email correspondence.
• Respond to customer inquiries through an Automatic Call Distribution (ACD) system and an email routing platform in a timely, professional, and efficient manner.
• Educate and assist customers with account and billing-related questions, concerns, and service requests.
• Accurately identify customer needs and provide appropriate resolutions in full compliance with established Policies, Procedures, and Protocols.
• Research and analyze customer inquiries, taking appropriate and timely action to resolve billing and service-related matters.
• Foster positive customer relationships while consistently demonstrating the highest standards of ethics, quality, and professionalism.
• Provide application support and navigational guidance for customer-facing technologies.
• Escalate unresolved issues to the appropriate next level of support in accordance with established escalation protocols and business guidelines.
• Deliver accurate information and guidance related to first-level business processes and requirements.
• Document all customer interactions by entering detailed, accurate, and complete account notes in accordance with Account Note Maintenance Guidelines.
• Demonstrate consistent adherence to the CARE Framework, including Compliance, Attendance, Results, and Excellence.
• Uphold EDGE Framework standards by meeting Quality Assurance requirements and positively contributing to Customer Feedback survey outcomes.
• Must remain fully engaged in the role by staying current on all project and team communications, regularly reviewing email and internal updates, and communicating clearly and effectively with all project stakeholders.
• Must consistently meet required performance standards for Availability, Responsiveness, and Average Handle Time (AHT).
• Must consistently meet all zero-tolerance, business-critical Service Reliability Evaluation (SRE) standards and scored quality requirements.

 

Minimum Requirements

 

• Minimum of 3 years of experience in a contact center and/or customer service environment, including demonstrated familiarity with performance metrics related to Availability, Call Handling, and Quality Assurance.
• High school diploma or GED required.
• Language Requirement: Fluency in English and Spanish (written and verbal).

 

Preferred Qualifications

 

• Completion of continuous vocational training, college coursework, or attainment of a college degree preferred.
• Strong verbal communication skills with the ability to demonstrate a clear, professional tone and articulate speaking ability.
• Proficient computer and keyboarding skills, including the ability to efficiently navigate multiple systems, screens, and applications simultaneously.
• Demonstrated customer-focused demeanor with strong service orientation and the ability to deliver exceptional customer service in a dynamic and fast-paced environment.

 

Work Location & Onsite Requirements

 

• The official project work location is 2 N. LaSalle St., downtown Chicago.
• The Voice CSR role may be eligible for remote work only if the individual meets and continuously maintains all Remote Workplace and Technology Requirements outlined below.
• Remote work status is conditional and subject to ongoing compliance. Remote eligibility is not guaranteed and may be revoked at any time based on performance, compliance, or technology requirements, with reassignment to onsite