Current vacancies

Current Vacancies

ROLE PROFILE

Role Title

Customer Services Agent Cantonese & English speaking

 

 

Department/team

Customer Services

Location

Manila

Salary range

PHP 22,000

Team Size

 

Reporting Line

Customer Service Team Leader

 

 

Main Purpose of the Role

To join a team of highly dedicated Customer Service Agents providing telephone and online services to our business and consumer customers.  In our Manila office we provide services in English but globally, we do support English, Spanish, German, Polish, Cantonese and Dutch. We are looking for individuals who are great at communicating in English, supporting telecommunication enquiries and concerns and creating inspirational moments.  English is our business language so if this is not your first language it must be of a high standard.  If you are English and speak one of our other languages that is a bonus!

Key Responsibilities

  • Acting as first line support to our corporate and consumer customers aiming to solve their technical queries by phone and email
  • Tracking, collating and responding to customer issues within agreed timescales
  • Escalating and liaising with our Technical Operations Centre (TOC) in Portugal for more complicated cases
  • Working closely with Service Account Managers to help develop, grow and retain customer accounts

Skills and Experience Required

  • Thorough working knowledge of Microsoft Office, ticketing systems and customer service procedures.
  • Knowledge of supporting GSM
  • A professional telephone manner and call management skills
  • Outstanding written and verbal skills in English and Cantonese - able to take technical information and translate into easily understandable language for customers.
  • Exceptional customer relationship management skills including handling complaints effectively
  • Good teamwork, organisational and time management skills
  • Excellent analytical and problem-solving skills
  • Good attention to detail and the ability to understand and follow technical processes accurately
  • Knowledge of the following tools/technologies would be an advantage: My SQL Querying, SIP, TCP/IP, LAN, DSL, Wi-Fi

 

You may have gained this experience by working, for example, in Helpdesk, Customer Service or Call Centre roles; Mobile Handset support roles; the Telecoms sector: both GSM and VoIP.

 



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