Japanese N2 Bilingual Service Desk Agents <CEBU>ID:45277
40,000 PHP ~ 70,000 PHPCebuOver 3 months agoOverview
Salary
40,000 PHP ~ 70,000 PHP
Industry
Call Center / IT-Enabled Services / BPO
Job Description
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 customer’s 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.
Key Performance Indicators
• Feedback from customers, colleagues and team managers.
• Technical assessments if applicable
• Evidence of sharing and re-use of knowledge.
• Correct management of processes followed to deliver the service.
• Percentage of customer problems resolved within required timescales.
• Meeting service level requirements.
Qualifications
Requirement
• N2-N1 Passer
•College Graduate
• At least 1 year related experience
• Excellent communication skills
•Willing to work onsite on Day 1English Level
Business
Other Language
English
Additional Information
Benefit
-Government Mandatory Benefits
-13 months bonus
-Training to japan
*Others to be disclosed during interview*Working Hour
SHIFTING ~ SHIFTING
Holiday
Depend on schedule 2 time a week
Job Function