BIlingual Service Desk Agents

1 day ago

Cebu City, Central Visayas, Philippines weSource Management Consultancy Firm Full time ₱70,000 per year


We are looking for (2) BIlingual Service Desk Agents for our client in Cebu

Industry: IT
Set-up: Onsite
Location: Cebu
Schedule: Shifting
Salary: up to 70k

Role Purpose

To provide a single point of contact for users, dealing with the management of both routine and non-routine incidents, problems and requests. Provision of 1st line support for incidents.

Key Accountabilities

Technical Capability. Works under supervision, supporting standard technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs).

Business Awareness. Develops an understanding of customers environment and service delivery requirements to enable the delivery of a first class service.

Process. Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.

Problem Solving. Takes ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are beyond them and escalates so they can be resolved.

Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis.

Team Working. Acts as a team player and is viewed by colleagues as a helpful and effective member of the team.

Personal Development Takes ownership of own development and has a development plan in place.

Requirements:

At least N2/ Open for Natives
Good English Communication skills
BPO experience is a plus
Open for HS Graduates with at least 5 years relevant experience
Should be amenable to reporting onsite daily
Shifting schedule


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