About this role.
This role is a bilingual (French/English) customer care associate position at NTT DATA's Customer Care Centre, focused on providing exceptional service via phone, email, and chat. The associate will handle inquiries, resolve issues, and document interactions while maintaining professional communication. The job is fully remote, full-time, and offers a competitive hourly rate, comprehensive benefits, and career growth opportunities. It requires strong bilingual communication skills, call center experience, and the ability to work in a fast-paced, team-oriented environment.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
2/5Pace & Pressure
4/5Autonomy Level
2/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader CA market for similar roles.
Core skills
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Cover letter sample
Dear Hiring Manager,
I am writing to express my enthusiastic interest in the Bilingual Customer Care Associate position at NTT DATA. With my strong French and English communication skills and proven experience in customer service, I am confident in my ability to deliver the high-quality support your clients deserve.
In my previous call center role, I handled a high volume of inbound inquiries, resolved issues efficiently, and maintained accurate documentation, all while ensuring customer satisfaction. I am adept at navigating computer systems and thrive in fast-paced, team-based environments.
I am particularly drawn to NTT DATA's commitment to innovation and people-focused culture. I am excited about the opportunity to contribute to your team and grow professionally within a global organization.
Thank you for considering my application. I look forward to the possibility of discussing how my skills align with your needs.
Sincerely, [Your Name]
Sample interview questions
I would first listen attentively without interrupting, letting the customer express their frustration. Then, I'd paraphrase their issue in a calm tone to confirm understanding. While documenting, I would use concise note-taking and maintain the conversation by periodically summarizing, ensuring I capture all key details without compromising the customer's experience.
In my previous role, a customer was confused about billing charges. I broke down the invoice line-by-line, avoiding jargon, and used an analogy to clarify the fee structure. I then confirmed their understanding by asking them to explain it back to me, which ensured they left the call satisfied and informed.
I assess urgency and impact: phone calls take precedence as they are real-time, but I also set a routine to check emails and chats between calls. I use time-blocking and maintain a task list to ensure nothing falls behind. In a fast-paced environment, staying organized is key to providing consistent service across all channels.
When a customer's delivery was delayed, I avoided saying 'I can't do that' and instead said 'Here's what I can do to resolve this for you.' I offered a proactive solution, such as expediting the order and providing tracking updates. This shifted the focus to problem-solving and left the customer feeling valued.
I enjoy using both languages daily, and a bilingual role allows me to serve a wider range of customers. To maintain proficiency, I practice regularly through conversations, read French and English articles, and watch media in both languages. This ensures I stay current with terminology and cultural nuances.
Req ID: 384704
With people at the heart of our success, NTT DATA is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters. It’s our belief in possibility that drives us, but it’s our people that make it happen. At NTT DATA, what you do matters.
A Career at NTT DATA Means:
- Having 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 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? We’re glad you asked!
- 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
Position Overview:
Our client is looking for exceptional, customer-oriented team players who are willing to join a fast-paced, challenging environment in our Customer Care Centre (CCC). As a member of our dynamic team, this role is accountable for providing outstanding customer service and support by resolving telephone inquiries in our in-bound Customer Care Centre. In doing so, you will enhance customer relationships and contribute to building customer loyalty through the delivery of accurate and timely information. To assist you in providing this service, you will be responsible for navigating our computer systems to track calls, gathering information, and effectively resolving the issues or queries which caused the customer to contact the CCC.
Position: Bilingual Client Care Representative
Position Status: Full Time – Remote
Hours of Work: Monday – Friday 8:00am – 9:00pm EST
Location of Hires: Open to candidates residing in Nova Scotia, Quebec, Ontario, Alberta, Manitoba, New Brunswick, and Prince Edward Island.
Rate of Pay: $20.00/HR – $21.00/HR Bilingual (French/English)
Responsibilities:
- To fulfill customer requests, respond to inquiries/complaints through phone, email, chat, always demonstrating attention to customer care and a professional approach.
- Analyze information presented by the writer to process next steps according to the nature of the inquiry.
- 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 information and business initiatives, as well as corporate products and processes.
- Effectively promote products and services by maintaining a high level of competition and product knowledge.
Requirements:
- Post secondary degree or diploma.
- Experience working in a call center environment specifically in a customer service role.
- Strong and developed oral and written communication skills in both official languages are required.
- Possesses excellent writing skills including written words, grammar, spelling, and punctuation in both official languages are required.
- Demonstrated ability to work within time constraints.
- Advance knowledge of PCs and strong keyboarding skills (min 25 wpm with an accuracy of 95%).
- Positive attitude and demonstrated ability to perform in a team-based environment.
- Must have flexibility and willingness to work rotational shifts, including evenings.
- Demonstrate ability to implement change efforts.
- Ability to multitask proficiently in a fast paced, performance driven environment.
- Ability to handle stress in a high-pressure environment.
- Knowledge of Medical, Dental or Disability Group Insurance products would be considered a strong asset.
Working From Home Requirements:
- High Speed internet with a minimum 30mb/s download and 10mb/s upload speeds (No Satellite Internet)
- A physical space where you can fit your PC and Monitor near a router or modem that is private and free of distraction.
- You must be connected via Ethernet port and not by Wi-Fi.
- Ability to download and use the Google Authenticator app.
- Must have IOS 11 or Android version 10 (or newer).
This job posting is for future vacancies. Applications are screened with AI technology and reviewed by NTT DATA recruiters.
#BIND
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We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.
At NTT DATA what you do matters. Because here YOU can.
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