Teammate (Mandarin)

TaskUs Outsourcing Philippines, Inc.; Bacoor; On-site; PHP 260,000 - 420,000; Full time

Benefits offered by this job

Competitive salaries

Comprehensive benefits

Internal mobility

Professional growth

Job summary

TaskUs Outsourcing Philippines, Inc. is looking for a dedicated Teammate to deliver exceptional customer experiences across phone, email and live chat channels. You will help clients by resolving inquiries, filtering content, and performing knowledge-based troubleshooting with a focus on accuracy and speed.

Join a People First culture with growth opportunities. The role requires strong communication, multitasking ability, and a pro-active approach to problem solving in a fast-paced BPO

Qualifications

• Experience in phone, email and live chat support.
• Experience in Customer Service, Sales, Billing, Collections and Technical Support.
• Strong verbal and written communication and comprehension skills.
• Computer literate and proficient in Windows OS, Apple OS X, Microsoft Office and Google applications.
• Type at least 30 WPM for voice and 35 WPM for Non-Voice campaigns.
• Good problem solving and critical thinking skills with a focus on issue resolution and customer satisfaction.
• Resourceful, able to multitask and has high attention to details.
• Self-motivated and able to work independently as well as contribute to cross-functional and global teams, flexible and has the ability to quickly adjust to frequent process and information changes, and can work under pressure.

Responsibilities

• Receive inbound and/or place outbound calls.
• Provide accurate and timely responses for inquiries coming through email and live chat support channels.
• Filter content from the client's website.
• Perform data and research functions.
• Provide support through known basic troubleshooting techniques.
• Manage and resolve customer complaints.
• Identify and escalate priority issues.
• Route calls to the appropriate resource and document all information on customer interaction.
• Strive for Good Customer Satisfaction and Experience and ensure calls are handled professionally according to Quality Guidelines.
• Meet and exceed client KPIs and ensure consistent performance under a continuous improvement model.
• Maintain confidentiality of login details and participate in mandated trainings.
• Support management with feedback and take on additional duties as assigned.

Skills

Customer service

Communication skills

Multitasking

Typing speed 30 WPM

Technical troubleshooting

Tools

Windows OS

macOS

Microsoft Office

Google apps

Job description

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. The People First culture at TaskUs has enabled the company to expand its workforce to approximately 60,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States. It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.

At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

So what does a Teammate really do? Think of yourself as the backbone of the company, not just anyone is qualified for this role! We make sure we get the best of the bests. After all, we are a ridiculously good company with our employees being the top notch. So come on, we need your full concentration on what it's like being a Teammate. Imagine yourself going to work with one thing on your mind: to provide the best customer experience to your clients. As you tackle your new tasks for the day, you know that it comes down to being able to provide world-class service to your clients in an accurate, efficient and respectful manner on every call as measured by different performance metrics.

So what does a Teammate really do?

• You will receive inbound and/or place outbound calls.
• You will provide accurate and timely responses for inquiries coming through email and live chat support channels.
• You will filter content from the client's website.
• You will also perform data and research functions.
• You will provide support through known basic troubleshooting techniques.
• You will also manage and resolve customer complaints.
• You will identify and escape priority issues.
• You will route calls to the appropriate resource, when necessary and also document all information on customer interaction according to standard operating procedures.
• You must always strive for Good Customer Satisfaction and Experience and ensure that all calls are handled professionally based on the Quality Guidelines set by the Client.
• You will meet and exceed client mandated KPI's (Key Performance Indicators).
• You must also ensure consistent performance based on a continuous improvement model.
• You must also ensure that all login and Passwords (both Internal & External) are kept confidential.
• You must also participate in all Internal and External mandated trainings and/or seminars.
• You must have knowledge, understanding, and compliance with TaskUs policies and procedures.
• Also, you must maintain knowledge of functional area and company policies and procedures.
• You will also provide feedback to management concerning possible problems or areas of improvement.
• You will also perform other duties as assigned by management.

Requirements:

• Willing to work on cyclical schedules.
• Experience on phone, email and live chat support.
• Experience in Customer Service, Sales, Billing, Collections and Technical Support.
• Strong verbal and written communication and comprehension skills.
• Computer literate and proficient in the use of Windows OS, Apple OS X, Microsoft Office and Google applications.
• Type at least 30 WPM for voice and 35 WPM for Non-Voice campaigns.
• Good problem solving and critical thinking skills with a focus on issue resolution and customer satisfaction.
• Resourceful, able to multitask and has high attention to details.
• Self-motivated and able to work independently as well as contribute to cross-functional and global teams, flexible and has the ability to quickly adjust to frequent process and information changes, and can work under pressure.

DEI:

In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

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