Customer Care Consultant (Motor Industry)

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The Senior Managed Services Service Desk Agent acts as the escalation point of contact for clients and vendors. This role is responsible for taking calls, chat requests, or tickets and mailbox management and handling resulting incidents or service requests. This role applies standard operating procedures, in line with expectations of the role.

Working at NTT

Key Roles and Responsibilities:

• Receive, log, validate and diagnose client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes
• Diligently follow processes, continuous follow-ups for closure and reporting
• Uses Managed Services product and process knowledge along with discretion to respond to tickets
• Provide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions. Trigger knowledge articles requirement, or flag the need for such content, when relevant articles are not available
• Provide new hire knowledge transfer and training
• Provide timely updates to clients, when requested, on any pending requests or tickets
• Work closely with resolver groups, and other functions, to ensure timely updates are sent to the client
• Produce breach and aging reports for tickets opened by the service desk
• Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement
• Use sound judgment to escalate an issue to a higher level
• Ensure that a professional level of service quality is maintained and that clients are satisfied

Knowledge, Skills and Attributes:

• Ambitious self-starter passionate about IT with the ability to work under guidance
• Ability to use sound judgment to escalate an issue to a higher level
• Methodical in approach to ticket resolution
• Demonstrates ability to interact with a variety of stakeholders
• Demonstrates required integrity to ensure excellent client service and retention
• Demonstrates the attributes of professionals
• Team player with excellent attention to detail and effective verbal and written communication skills
• Ability to work in 24X7 shift structure, based on a defined roster

Academic Qualifications and Certifications:

• Financial/Accounting qualification or equivalent
• A graduate degree or equivalent

Required Experience:

• Solid demonstrated related work experience gained in a similar role within an Customer Care in the Motor Industry environment
• Using Evolve Software Solution Tool

Skills Summary

Customer Service, First Call Resolution, Help Desk Support, Information Technology Infrastructure Library (ITIL), Interpersonal Communication, Troubleshooting

Workplace type:

On-site Working

Equal Opportunity Employer

NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. 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