COMPANY PROFILE : This is a World’s BPO Company in Asia / Pacific. In addition to providing BPO services such as contact centre and back-office operations for the Philippines market, and operation services for smartphone websites and applications.
Position : Mandarin Service Desk
Type of job : Emails and Calls Job
Location : Taguig City (Work from home)
Schedule : Dayshift Schedule
Industry : BPO Company
Salary : Negotiable
Benefits : 20% Night Differential, Hazard Pay, 13th month and 14th month pay
Annual Appraisal, Medical Reimbursement and Eye Care.
Requirements
Good Mandarin and English abilities, verbal and written
Self-starter, team player and also able to work on their own
Work to strict compliance and corporate processes and procedures
Understands a multicultural environment
2 years of IT Service Desk Experience
Good technical troubleshooting skills
Duties from Client
To provide 1st line technical support; answering support queries via phone and email
To maintain a high degree of customer service for all support queries and adhere to all service management principles
To take ownership of user problems and be proactive when dealing with user issues
To log all calls in the ticket logging system
Respond to enquiries from clients and help them resolve their hardware or software problems
Support users in the use of computer equipment by providing necessary training and advice
To allocate more complex calls to the relevant IT Support team member
Ensure that all customer contacts are handled in a timely and effective manner and within the Service Level Agreements laid down by Company and the Company's customers
Identify any service related issues and escalate to the Team Leader
To provide assistance with ad hoc task from Team Leader or SDM that will help fulfil service delivery
Recruitment Process
Initial interview
Examination
Client Interview
Requirements
Good Mandarin and English abilities, verbal and written
Self-starter, team player and also able to work on their own
Work to strict compliance and corporate processes and procedures
Understands a multicultural environment
2 years of IT Service Desk Experience
Good technical troubleshooting skills 
