About this role.
This is a remote Customer Service Representative role at NTT DATA, supporting shareholders and investment communities via phone. The position involves handling high call volumes, resolving inquiries, escalating issues, and adhering to call center guidelines. It offers full-time hours, paid training, and benefits, with candidates hired from specific Canadian provinces. The job requires strong communication skills and at least 1-3 years of call center experience.
Role DNA
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Job Complexity
2/5Pace & Pressure
4/5Autonomy Level
3/5Communication 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 excited to apply for the Customer Service Representative position at NTT DATA. With over 2 years of experience in high-volume call center environments, I have developed strong communication and problem-solving skills that allow me to effectively assist customers while maintaining a positive and professional tone.
In my previous role, I handled 50+ calls daily, resolved inquiries promptly, and consistently met performance targets. I am comfortable navigating multiple systems, am highly self-motivated, and thrive in fast-paced settings. I also understand the importance of compliance and confidentiality, which I would bring to supporting shareholders.
I am eager to contribute to your team and grow my career with a global organization that values its people. Thank you for your consideration.
Sincerely, [Your Name]
Sample interview questions
In a previous role, a customer was upset about a billing error. I remained calm, actively listened to their concern, and apologized for the inconvenience. I then researched the issue, corrected the error, and followed up to ensure their satisfaction. The customer thanked me for resolving it quickly.
I prioritize efficient call handling by staying organized, using available resources quickly, and taking clear notes. I also keep conversations focused on the customer's needs and avoid unnecessary small talk, while ensuring they feel heard. Taking brief mental breaks between calls helps me stay fresh.
I am drawn to NTT DATA's people-focused culture and global reputation. This role allows me to use my communication skills to help shareholders and gain experience with Fortune 500 clients. I also appreciate the company's commitment to growth and learning.
I remind myself that each call is an opportunity to help someone and solve a problem. I also set personal goals for efficiency and accuracy, and I celebrate small wins. Keeping a positive mindset is key to staying motivated in repetitive environments.
I have used CRM software to log calls and update customer records. I understand the importance of confidentiality and follow all privacy protocols, such as verifying identity before sharing information. My strong keyboard skills and system navigation experience help me work efficiently.
Req ID: 384710
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:
The Customer Service Representative is responsible for providing telephonic support to Shareholders, their representatives, and the investment community. Ensure all activities, including those that contribute to the satisfaction of customers, are met.
Position: Customer Service Representative
Position Status: Full Time – Remote
Hours of Work: Monday-Friday 8:00am-6:30pm EST
Location of Hires: Open to candidates residing in New Brunswick, Alberta, Manitoba, Nova Scotia, and Prince Edward Island.
Rate of Pay: $19.35/HR
Responsibilities:
- Answer incoming telephone inquiries in accordance with Call Center guidelines.
- Follow up on escalated calls, as required.
- Submit fulfillments or research cases for callers’ inquiries if applicable.
- Identify and inform Supervisor of complaints as well as trends and opportunities to improve service levels, apparent by the nature and number of inquiries.
- Develop a thorough knowledge and understanding of the services offered by clients to their Shareholders and keep up to date on circumstances which affect the Shareholders.
- Responsible for taking monthly refresher training and taking monthly quizzes.
- Ensure compliance with policies and procedures and regulatory requirements.
- Maintain a professional tone and positive attitude to callers.
- Responsible for answering a minimum of 50 calls daily for various entry level product lines (queues) and developing skills for advance queues.
- Responsible for answering calls for a baseline of 7 hours daily.
- A self-starter and takes the initiative to take on new projects and additional responsibilities.
- Other duties and responsibilities as assigned.
Requirements:
- Strong communication skills (written, verbal and listening)
- Bilingualism (English/French) considered an asset.
- High School Diploma/equivalent education
- 1 – 3 years call center experience with heavy call volume
- Advanced knowledge of PCs, familiarity with system navigation, and strong keyboard skills
- Able to endure prolonged seating/standing associated with the performance of essential functions.
- Highly self-motivated, self-reliant, self-competitive, and will push themselves to exceed expectations.
- Has a strong ability to take action to meet and exceed customer expectations with integrity.
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/active vacancies. Applications are screened with AI technology and reviewed by NTT DATA recruiters.
#NBIND
Inclusion. Belonging.
Unleashing the power of being unique.
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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