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Accenture

Mandarin Speaking Analysts - Cebu

Accenture

With business certificates
Outside Iloilo : 16/F Ebloc2, W Geonzon St., Cebu I.T. Park, Lahug, Cebu City, Cebu
Total vacancies for this job title : Over 20
Posted on : February 28, 2020
Job ID : 357032

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Details

MANDARIN SPEAKING ANALYSTS - CEBU
 
What We Offer:
  • 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
*Terms and conditions apply!
 
Qualifications:
  • 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
Responsibilities:
  • 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 


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