Customer Service Representative - Mandarin

Private Advertiser; Carmona; On-site; PHP 240,000 - 360,000; Full time

Job summary

Private Advertiser in Carmona, Cavite, Philippines seeks a 24/7 SOC Monitoring and Incident Response Associate to join our security operations team. You will participate in the SOC, monitor traffic for breaches, and help ensure SLA/OLA compliance while maintaining high service quality.

Coordinate with clients via chat, email, and hotline, and support incident management by gathering the right information for quick recovery. Strong communication and teamwork are essential.

Qualifications

• 1+ year of experience in call center operations handling customer support.
• Fluent in English and Mandarin (speaking and listening).
• Basic knowledge of DDoS and networking fundamentals is an advantage.

Responsibilities

• Participate in the 24x7 SOC operation to ensure smooth and efficient service.
• Monitor internet traffic to detect security breaches and DoS attacks.
• Follow policies and procedures to maximize security operation effectiveness and efficiency.
• Ensure internal OLA and external SLA are met and followed.
• Improve customer satisfaction through prompt, professional communication with customers.

Skills

Call center operations

English (fluent)

Mandarin (fluent)

DDoS basics

Networking fundamentals

Customer service

Job description

Provide 24/7 SOC monitoring and incident response by detecting security threats, monitoring network traffic, coordinating with clients, ensuring SLA/OLA compliance, and supporting incident management through effective communication, analysis, and timely escalation of security events.

Duties and Responsibilities:

Participate in the 24x7 SOC operation and ensure a smooth and efficient operation

Monitor internet traffic for security breaches and denial of service attacks

Constantly follow the policies, procedures, and technologies in order to maximize the effectiveness and efficiency of security operations

Ensure both internal OLA and external SLA are met and followed accordingly

Ensure and enhance customer satisfaction through effective handling of security events and mitigations via promptly, professional communication with customers

Directly coordinate with clients via chat, email, and hotline

Support next tier of Incident Management by gathering the right information that would aid the troubleshooting for immediate recovery

Qualifications:

At least 1-year experience in call center operations in handling customer support Skills and competencies:

Can fluently speak and listen English and Mandarin

Minimal technical knowledge about DDoS attacks and/or Network Fundamentals would be an advantage

Basic knowledge in internet routing and network troubleshooting

Self-motivated and team player

A strong sense of responsibility, service, and customer-oriented

Willing to work in Carmona, Cavite

Amenable to project-based employment status