Service Desk Agent 2

7 days ago

Tarlac City, Central Luzon, Philippines TOA Global Full time ₱25,000 - ₱50,000 per year

Service Desk Agent 2

Location
: Luisita, Tarlac City

Shift
: 9PM-6AM, Mon-Fri

Arrangement
: Onsite

Unlock your potential

Service Desk II plays a vital role in delivering a seamless and positive experience for TOA Global's employees and clients. Specializing in case management, they provide timely support for inquiries and requests, offer clear guidance on company processes and policies, and efficiently resolve a wide range of issues.

They are also responsible for staffing the TOA Live Chat channel, delivering real-time assistance to customers as needed.

With proactive problem-solving and a commitment to exceptional service, Service Desk II agents enhance customer satisfaction and ensure every interaction is handled with professionalism and care.

Responsibilities

  • Collaborate with cross-functional teams to address complex cases with multiple tasks or dependencies.

  • Effectively manage complex cases by utilizing case management systems and tools to track, prioritize, and resolve inquiries with accuracy and efficiency.

  • Analyze cases to identify root causes and determine the most appropriate resolution, escalating to the appropriate department when necessary.

  • Ensure timely and accurate case handling by managing multiple cases simultaneously while maintaining attention to detail and adherence to service standards.

  • Provide real-time assistance via Live Chat as needed.

Key Qualifications/Experience

  • Experienced in using case management systems and tools effectively.

  • Works effectively with cross-functional teams to resolve complex cases.

  • Analyzes cases, identifies root causes, and determines the best resolution, initiating to the next level of support as needed.

  • Manages multiple cases while ensuring accuracy and meeting service standards.

  • Provides real-time assistance with clarity and efficiency via Live Chat.

What's in it for you?

  • A competitive salary
  • Health Insurance, and Life Insurance coverage
  • 21 annual paid leaves
  • Annual increase (Annual Performance Review)
  • Tenure Recognition Program
  • Access to certifications and courses from Ab2 Institute of Accounting
  • 20+ options of free coffee and chocolate drinks
  • Billiards, table tennis, or foosball in our breakout room
  • Work-life balance and logging off on time for you to enjoy more personal time.
  • A genuinely diverse, caring, supportive and high achieving team environment.
  • Ongoing training, development and career progression opportunities

We live by our
VALUES
to cultivate and foster growth and innovation.

BE AWESOME:
Exceptional individuals create collective genius. We celebrate success, reward outstanding performance, and make work fun by fostering a supportive and inspiring environment.

KEEP IT REAL:
We value honesty, accountability, and open communication. We own our actions, prioritize compassion, empathy, and understanding, and foster meaningful conversations.

BRING THE WOW:
We strive for excellence in everything we do. Going the extra mile is our standard, as we are committed to delivering outstanding results.

DREAM BIG:
We embrace a culture of continuous learning, exploration, and improvement. With ambitious goals, we constantly seek knowledge and self-improvement.

Visit us at:

Join TOA Global and experience the difference

We passionately embrace diversity and inclusion in all aspects of our organization. We believe by fostering an environment that values and celebrates individuals from diverse backgrounds, we unlock innovation, drive creativity, and amplify our ability to serve our customers and communities with excellence.

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