Mandarin Speaking Analysts - Cebu

Receive inbound issues or requests from client business users, end users and third-party organization
Accept and process inbound incidents or requests via phone, email, portal or chat
Document monitor and process through completion all incidents or requests through defined ticketing system
Follow defined troubleshooting procedures documented in Knowledge Management tool
Process service requests such as but not limited to password reset, ID and access management, etc.
Perform follow-up until incidents or requests are resolved by performing outbound calls, chats or emails
Categrorize, coordinate and escalate incidents or requests to SMEs, leads and different support groups as needed
Complete and pass all required trainings and assessment
Pass all set metrics and KPI's (key perfomance indicators)
Understand and apply customer service level agreement
Develop and maintain expertise for tools used
Identify and implement quality improvement methods
Seek opportunities to improve knowledge, skills, and performance and is receptive to contructive feedback
Perform ad hoc tasks related to Incident Management, Change Management and Service Request as instructed by leads
Fluent in Mandarin
Willing and able to work effectively in a diverse and multi-cultural environment
Willing and able to work on a shifting schedule
Excellent communications skills both written and verbal
Healthcare Insurance (HMO) & Life Insurance coverage from day 1 of employment
Expanded maternity leave up to 120 days
Expanded paternity leave up to 30 days
Employee Stock Purchase Pan
Loyalty and Christmas Gift
Inclusion and Diversity Benefits
Night Differential
Allowances
Car and housing plan
Company-sponsored trainings like upskilling and certification
Flexible Working Arrangements
Healthy and Encouraging Work Environment