Mandarin Speaking Analyst

Job Description:
Receives inbound issues or requests from client business users, end users and third party organization. Accepts and processes inbound incidents or requests via phone, email, portal or chat. Types of support could be:
Voice – these are the calls received Non-Voice could be through emails, portals, voicemails and/or chats. Or a combination of both (example: 80% Voice and 20% Non-Voice Documents, monitors and processes through completion all incidents or requests through defined ticketing system. Follows defined troubleshooting procedures documented in Knowledge Management tool. Processes service requests such as but not limited to password reset, ID and access management, etc. Performs follow-up until incidents or requests are resolved by performing outbound calls, chats or emails. Categorizes, coordinates and escalates incidents or requests to SMEs, leads and different support groups as needed. Completes and passes all required trainings and assessments. Passes all set metrics and KPIs (key performance indicators). Performs ad hoc tasks related to Incident Management, Change Management and Service Request as instructed by leads. Understands and applies customer Service Level Agreement. Seeks opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback. Demonstrates uncompromising commitment to Accenture core values. Develops and maintains expertise for tool used. Identifies and implements quality improvement methods. Minimum Qualifications:
Fluent in Mandarin Excellent communications skills both written and verbal Willing and able to work effectively in a diverse and multicultural environment Willing and able to work on a shifting schedule