Customer Service Specialist - Teleworking (Montreal, QC, CA)

Role Summary

Adhere to established departmental escalation procedures, quality standards guidelines set by NTT DATA and the customer, and PCI compliance standards requirements and controls.

Adhere to NTT DATA's Sensitive Consumer Information Guidelines and Standards.

Ensure quality service by accurately assessing customer needs and taking necessary actions to meet them, exercising good judgment and flexibility in recommending appropriate options/solutions while adhering to quality assurance program standards.

Ability to clearly explain program specific information to external clients.

Requirements

• Exceptional verbal communication skills and fluency in English and French. Bilingualism is required.
• High school diploma and two years of previous experience with clients required.
• Experience in a contact center is a major asset.
• Previous experience in financial services and knowledge of credit cards would be considered assets.
• Passionate about being a customer service professional
• Demonstrated active listening, analytical and problem-solving skills.
• Positive attitude as well as ease in working with others.
• Flexible, reliable, conscientious and able to follow instructions.
• Mastery of Microsoft suite applications as well as very good keyboarding skills
• Demonstrated ability to manage time constraints
• Ability to perform multiple tasks and respond to different work assignments during a shift

Meet or exceed performance targets in line with objectives regarding the CSR role - quality, average handle time and cross-sell offer/close rate.

• Flexibility and ability to move from one shift to another
• Power outlets for a PC and monitor
• High-speed Internet (10 MB or more)
• A private, distraction-free physical space where you can set up your PC and monitor near a router or modem. This is important because you must be connected via an Ethernet port and not wifi.
• Apple or Android phone (not required)

Requirements for teleworking

• High-speed internet connection with a minimum download speed of 30 Mb/s and a minimum upstream speed of 10 Mb/s (satellite internet connection not accepted)
• A quiet, private physical space, free of distractions, where you can set up your computer and monitor near a router or modem.
• Ethernet cable connection only (no Wi-Fi).
• Ability to download and use the Google Authenticator app.
• Operating system required: iOS 11 or Android 10 (or later).
• This job offer concerns positions to be filled that are subsequently vacant. Applications are pre-screened using artificial intelligence technology and reviewed by NTT DATA recruiters.
• #BIND
• Inclusion. Membership.
• Let’s give ourselves the means to be unique.
• We are committed to providing an environment free from discrimination and harassment. We do not discriminate on the basis of age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or any other protected class.
• At NTT DATA, your achievements matter because you have the opportunity to make them happen.

About the Company

Lead high-impact cybersecurity programs that protect critical enterprise systems.

Work with executive leadership to shape security strategy and organizational transformation.

Collaborate with experienced cybersecurity, engineering, and Agile teams.

Help drive innovation, governance, and continuous improvement in a rapidly evolving security landscape.

Pay Transparency

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $87,120 - $181,500. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications.

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short- and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

About NTT DATA