MANDARIN Speaker - Service Desk Agent / Help Desk | APAC Shift | Shaw

IBEX Global Solutions (Philippines) Inc.; Mandaluyong; On-site; PHP 223,000 - 424,000; Full time

Benefits offered by this job

Competitive salary & incentives

HMO & group life insurance

Career growth & development

Supportive team & work-life balance

Job summary

IBEX Global Solutions (Philippines) Inc. is hiring a Mandarin Speaker - Service Desk Agent to provide support to internal and external stakeholders from Shaw, Manila, on-site with potential hybrid arrangements after training.

The role involves handling inquiries via email, phone and other channels, with APAC shifts. You will support global customers, focusing on Chinese-speaking users, coordinate with active support teams, and ensure accurate documentation and timely resolutions.

Qualifications

• Mandarin speaker or bilingual (required).
• BPO experience in tech/IT/service desk roles.
• Experience with ServiceNow, Salesforce, or similar tools.

Responsibilities

• Support global customers, focusing on Chinese-speaking users, via email, phone, and other channels.
• Handle requests professionally and promptly; resolve inquiries with accuracy.
• Process and manage service requests using designated tools.
• Coordinate with internal/external teams to resolve issues efficiently.
• Document interactions and follow up to ensure timely resolution.

Skills

Mandarin

BPO experience

Tools

ServiceNow

Salesforce

Job description

This will be Work On Site in Shaw (Potential Hybrid based from performance - after training) and on an APAC shift.

About the role

TheMandarin Speaker - Service Desk Agentwill provide support to internal and external stakeholders as well as supporting customer requests, inquiries and/or questions through email, phone, or other channels as may be established from time to time. Liaise with other support teams (Internal/External) as required to resolve requests in a timely manner.

What You'll Be Responsible For

• Support global customers, with a primary focus on Chinese-speaking customers, through email, phone, and other channels.

• Handle customer requests, inquiries, and questions in a timely and professional manner.

• Accurately process and manage service requests and transactions using designated tools.

• Liaise with internal and external support teams to resolve customer concerns efficiently.

• Ensure accurate documentation, follow-ups, and timely resolution of customer requests.

About you

• Mandarin speaker/bilingual (Required)

• BPO experience - tech/IT, service desk/help desk roles

• Exp with ServiceNow/Salesforce or related/similar tools.

Benefits

• Competitive salary and performance-based incentives

• Comprehensive benefits package, including HMO, Group life insurance

• Opportunities for career growth and professional development

• Supportive team environment with a focus on work-life balance

About us

IBEX Global Solutions (Philippines) Inc. is a leading provider of customer experience and business process outsourcing solutions. With a strong presence in the Philippines, we partner with some of the world's most recognizable brands to deliver exceptional service and support. Our company is committed to creating a diverse and inclusive workplace, where employees can thrive and contribute to our continued success.