Service Desk Analyst - Mandarin/Cantonese

Gratitude Inc

380 Views

19 hours ago

0-1 Year(s)

₱ 90 - ₱ 120K p.m

Manila

Job Description

Key Skills

Mandarin Cantonese Customer Service Agent Mandarin or Cantonese Voice Support

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Location: One World Square, McKinley Hill, Taguig city

Years of Experience: At least a Vocational Diploma, Short Course Certificate Undergraduate, or Bachelor’s/College Degree in any field

Job Description/ Position Description:

• The main responsibility of the Service Desk Analyst involves taking in Level 1 inquiries and providing Level 1 Technical Support to user inquiries received either via call. Chat, email or portal.

• The resource assigned is also expected to produce Quality Audit Report regarding the weekly calls received by the team and making sure that the tickets are updated with complete logs and activities.

Job Role/ Your future duties and responsibilities:

• Handles first line incidents, including triage and troubleshooting, resolution where possible and assignment where required to 2nd/3rd line support teams and third parties

• Supports Service Request Management and Service Restoration Management Level 1

• Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.

• Receive and respond to user inquiries and requests via telephone, email, case tracking system professionally and with speed, accuracy and proficiency.

• Produces quality work and results.

• Ensure fast and accurate turnaround of work.

• Solve problems using agreed upon procedures.

• Develop a comprehensive understanding and mastery of all tools .

• Remain updated on products, policy, procedure and other important operational issues.

• Perform other duties as assigned

Knowledge and Skills:

• Proficient in written and verbal communication in the English and Mandarin languages.

• Keen attention to detail.

• Proficient computer and technical skills.

• Solid analytical and problem solving skills.

• Good process mapping ability.

• Proactive, service minded and able to multi-task.

• Good interpersonal skills (empathy, verbal dexterity, etc.)

Academic and Professional Qualification:

• (Preferred) Bachelor Degree in any field

Technologies Desired (Not Required):

• Active Directory, Office 365, MS Office Application

Only candidates' applications meeting minimum qualifications will be processed.

Successful candidates will enjoy these benefits when they join:

• Career Development

• Multicultural Interaction

• Hybrid Work Setup

• Laundry Allowance

• Rice Subsidy Allowance

• Uniform Allowance

• Share Purchase Plan (SPP)

• Profit Participation Plan (PPP)

• Provident Fund

• Leave Entitlements

• HMO Coverage (upon hire)

• Extended HMO Coverage

• Group Life Insurance

• Health and Wellness Program

• Member Referral Program

• Special Meal Allowance

• Member Assistance Program (MAP)

• Corporate Social Responsibility Program

Role

Mandarin Language Expert

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Hybrid

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Rose Ann Batoctoy

Recruiter - Gratitude Inc

NA, philippines

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