Mandarin It Support Representative

J-K Netwok Services; Taguig; Hybrid; PHP 1,625,000 - 1,946,000; Full time

Benefits offered by this job

HMO + 2 dependents

Life Insurance

Leave credits

Discount on company products

Monthly allowances

Annual merit increase

13th Month Pay

Government mandated benefits

Job summary

American Healthcare Company in Taguig City seeks a Mandarin IT Support Representative. The role involves handling inbound calls and emails, providing first-level technical troubleshooting, and maintaining thorough documentation.

Onsite work for the first six months transitions to a hybrid setup with one day of work from home weekly. The position is open to Filipinos and Filipino-Chinese fluent in Mandarin and English, requiring a science/healthcare-related degree and at least three years in

Qualifications

• Bachelor's degree or diploma in a relevant field such as Science, Biomedical, Healthcare, Nursing, Engineering, or Medical Transcription.
• At least 3 years of experience in a medical/clinical environment or customer-facing technical support role.

Responsibilities

• Handle inbound customer calls and emails, providing professional and supportive assistance while ensuring a positive customer experience.
• Review, prioritize, and manage shared mailboxes, ensuring inquiries and complaints are addressed promptly.
• Provide first-level technical troubleshooting by analyzing issues and guiding customers to resolutions.
• Document customer complaints, inquiries, investigations, and resolutions in accordance with quality requirements.
• Communicate investigation results and technical information through reports and updates while meeting KPIs.
• Develop SME on assigned products, processes, and systems, and support knowledge sharing.
• Coordinate workloads and assist team members, escalating complex issues as needed.

Skills

Mandarin fluency

English proficiency

Analytical thinking

Technical writing

MS Office

Customer support

Documentation

Education

Bachelor's degree

Healthcare-related degree

Tools

MS Word

PowerPoint

Excel

Outlook

Job description

Company Profile:

A well-established global organization in the healthcare sector, committed to delivering quality solutions about medical and healthcare products and services to customers across different markets. With a growing presence in the Philippines, the company is looking for a Mandarin Bilingual professional to become part of its dynamic and diverse team.

Position: Mandarin IT Support Representative

Industry: American Healthcare Company
Location: BGC, Taguig City
Schedule: Dayshift Schedule
Salary: Php 160, 000
Work Set-up: Full Onsite for the first 6 months | Hybrid — 1 Day Work From Home per Week

BENEFITS:

• HMO + 2 dependents for Free (Day 1)
• Life Insurance (Day 1)
• Leave credits: 12 VL and 12 SL (convertible to cash) (Day 1)
• Discount for Company products
• Monthly Allowances: Php 9,400 (Taxable) included in Package
• Annual Merit Increase
• 13th Month Pay
• Government Mandated Benefits
• Other benefits will be discussed by the company

REQUIREMENTS OF THE JOB:

• Open to Filipinos and Filipino-Chinese who are proficient in Mandarin and English.
• Bachelor’s degree, diploma, or certificate in a relevant field such as Science, Biomedical, Healthcare, Nursing, Engineering, or Medical Transcription.
• Having at least 3 years of experience in a medical/clinical environment or customer-facing technical support role in a related industry.
• Having strong analytical and problem-solving skills, with the ability to resolve complex technical issues.
• Excellent technical writing and documentation skills, with proficiency in MS Word, PowerPoint, Excel, and Outlook.
• Ability to work independently, manage multiple priorities, adapt to changes, and perform effectively in a fast-paced environment.

RESPONSIBILITIES OF THE JOB APPLICATION:

• Handle inbound customer calls and emails, providing professional and supportive assistance while ensuring a positive customer experience.
• Review, prioritize, and manage shared mailboxes, ensuring customer inquiries and complaints are addressed promptly and according to procedures.
• Provide first-level technical troubleshooting by analyzing issues, identifying root causes, and guiding customers toward appropriate resolutions.
• Accurately document customer complaints, inquiries, investigations, and resolutions in accordance with quality and regulatory requirements.
• Clearly communicate investigation results and technical information through written reports and verbal updates while meeting response and resolution KPIs.
• Develop and maintain Subject Matter Expertise (SME) on assigned products, processes, and systems, while supporting knowledge sharing and training activities.
• Support the Technical Support Team Lead/Supervisor by coordinating workloads, assisting team members, escalating complex or country-specific issues, and contributing to process improvements.

Recruitment Process:

• Paper Screening
• Initial Interview with TA
• Onsite Assessment (Written Assessment in Mandarin + English)+ Onsite HM Interview
• Language Assessment (Panel Interview)
• Job Offer