Contact Center Associate

2 days ago

Clark Freeport Zone, Philippines Viking Cloud Full time ₱960,000 - ₱1,440,000 per year

Job Title: Contact Center Associate (English/Mandarin)

About VikingCloud

VikingCloud is the leading Predict-to-Prevent cybersecurity and compliance company, offering businesses a single, integrated solution to make informed, predictive, and cost-effective risk mitigation decisions – faster. Powered by the Asgard Platform, the industry's largest repository of anonymized cybersecurity and compliance event data, we continuously monitor and analyze over 6+ billion online events every day.

VikingCloud is the one-stop partner trusted by 4+ million customers to provide the predictive intelligence and competitive edge they need to stay one step ahead of cybersecurity and compliance disruptions to their business. Our 1,000 dedicated cybersecurity and compliance expert advisors understand that it's not just about technology. It's about transacting business and delivering an exceptional customer experience every day, without fail. That's the measurable value we deliver. And that's what we call, Business Uninterrupted.

Responsibilities

  • Professionally and accurately provide support to our merchant customers via inbound and outbound calls, emails, and/or, web-chat communication methods.
  • Educate callers of the importance of achieving and maintaining PCI-DSS Compliance and provide the appropriate level of assistance for each step of the process.
  • Identify opportunities to promote Sysnet products and services and action appropriately.
  • Assist callers with login and navigation of our proprietary online portal solution; Sysnet. Air.
  • Provide excellent customer support and strive to achieve first call resolution by thoroughly and efficiently gathering the necessary information to fulfil the purpose of the call.
  • Recognize and appropriately manage assertive or complicated calls by responding in a calm, clear, respectful, and helpful manner; escalating only when necessary.
  • Thoroughly and accurately log each call using the appropriate systems and guidelines.
  • Properly manage call metrics with respect to stated goals and Service Level Agreements.
  • Undertake additional duties as necessary, based upon the needs of the business.

Qualifications

  • Bilingual proficiency in English and Mandarin is required;
  • Mandarin proficiency at C1 level or higher is strongly preferred to ensure effective communication
  • Minimum High School Diploma or equivalent
  • 1 year experience in a customer service environment (preferably call center environment)
  • Excellent command of written and spoken English
  • Ability to work flexible shifts while displaying impeccable schedule adherence
  • A team player with a positive outlook and a passion for customer support
  • Excellent communication and listening skills
  • Excellent telephone manner and related soft skills
  • Strong attention to detail and ability to multi-task
  • Proficient with computer and email use and functionality
  • Strong decision-making and problem-solving skills

VikingCloud is an equal opportunities employer.

Job Types: Full-time, Permanent

Pay: From Php80,000.00 per month

Benefits:

  • Health insurance

Education:

  • Bachelor's (Preferred)

Experience:

  • Call Center Representative: 1 year (Required)

Language:

  • English (Required)

Work Location: In person

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