BIlingual Service Desk Agents - up to 70k - Onsite in Cebu - Shifting

weSource Management Consultancy Firm; Cebu City; On-site; PHP 469,000 - 781,000; Full time

Job summary

A leading consultancy firm seeks two Bilingual Service Desk Agents to join their team in Cebu City. This onsite role, offering a competitive salary of up to 70k, requires candidates proficient in both English and at least N2 level. Responsibilities include providing first-line support, managing user incidents, and ensuring service delivery meets expectations. Ideal applicants will have good communication skills, relevant experience, and a proactive mindset for personal development.

Qualifications

• At least N2 proficiency or open for native speakers.
• BPO experience is a plus.
• Amenable to onsite reporting.

Responsibilities

• Provide single point of contact for users and manage incidents.
• Document actions taken in resolving customer inquiries.
• Monitor performance through statistical reporting.
• Escalate issues to meet SLAs and monitor performance.
• Work as a team player and develop a personal development plan.

Skills

Good English Communication skills

Customer service orientation

Problem-solving

Education

High School Graduate with relevant experience

Job description

Overview

BIlingual Service Desk Agents - up to 70k - Onsite in Cebu - Shifting

We are looking for (2)BIlingual Service Desk Agents for our client in Cebu

Responsibilities

• Provide a single point of contact for users, dealing with the management of both routine and non-routine incidents, problems and requests. Provision of 1st line support for incidents.
• Technical Capability: Works under supervision, supporting standard technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs).
• Business Awareness: Develops an understanding of customers environment and service delivery requirements to enable the delivery of a first class service.
• Process: Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.
• Problem Solving: Takes ownership for listening to and understanding basic customer problems, asking relevant questions to resolve typically known problems within required timescales. Escalates when problems are beyond them.
• Service Level: Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis.
• Team Working: Acts as a team player and is viewed by colleagues as a helpful and effective member of the team.
• Personal Development: Takes ownership of own development and has a development plan in place.

Requirements

• At least N2/ Open for Natives
• Good English Communication skills
• BPO experience is a plus
• Open for HS Graduates with at least 5 years relevant experience
• Should be amenable to reporting onsite daily
• Shifting schedule