Mandarin Customer Service Representative

ABOUT THE COMPANY
Open Access Marketing has been providing business process and call center outsourcing solutions to a host of international clients since 2006. OAM is experienced in designing, implementing, and managing critical business processes and call center solutions for clients around the world from its Makati, Philippine operations centers.

ROLE:
Responsible for identifying the issue with the customers and resolve themselves or route them to the available engineer. They will create, manage tickets for the issues that the customer contacts. They act as the mediators between the customer and the Product Support teams by monitoring the basic cases and following up to ensure the customers' tasks are completed on time (B2B process).

RESPONSIBILITIES:
• Receive customer calls, log issues, analyses configurations, application, and system log files to determine the cause of issues (when needed) and escalate to the next level of support.
• Maintain accountability for an issue until the same is resolved.
• Report errors/bugs to the Product Support team.
• Provide consulting for customers on procedural issues and queries including quick solution for already known & documented issues
• Proper transition process of all business-critical occurrences to peers in other locations across the globe.