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  • Description



  • POSITION SUMMARY:

    This position is the single point of contact between customer and service operations. Ensuring that all service requests are attended and resolved on time. A Help Desk Specialist will strictly follow established process from call handling, system logging, dispatching and monitoring - up to updating service requests to the system. He/she also assists and coordinates service requests with the different personnel in the operations; provides accurate and timely monitoring reports on a daily, weekly and monthly basis.

    ORGANIZATIONAL SETTING:

    Reports directly to Help Desk Team Lead.

    Coordinates with Supervisors, Managers, and field personnel.

    SUPERVISORY AUTHORITY:

    N/A

    DUTIES AND RESPONSIBILITIES:

    • Receives service requests through phone calls and emails.

    • Interviews customers and log all information regarding service request.

    • Assists customers in determining problem of the requested service.

    • Coordinates service request and scheduled activities to field personnel.

    • Updates service requests to system and customer.

    • Generates daily, weekly, and monthly reports for operation in an accurate and timely manner.

    • Tracks and closes escalation process.

    • Escalates service request exceeding SLA (Service Level Agreement)

    • Maintains a high level of courteous customer service at all times.

    POSITION SPECIFICATIONS:

    Position Requirements:

    • Bachelor's degree in Business or Office Administration / Marketing / Public Relations / Information Technology / Communications or other related field of study.

    • Experience working in a field of customer service/relations preferably with same capacity or background.

    • Literacy in basic computer applications and processes such as: MS Excel, Word, PPT.

    Competency Requirements:

    • Adept in Telecommuting

    • Fluency in English language both verbally and in writing.

    • Interpersonal skills

    • Problem Solving skills

    • Attention to details

  • Requirements

  • Minimum education level: Bachelor´s Degree
  • Language(s): English ,Tagalog
  • Availability for travel: No
  • Availability for change of residence: No
  • People with disabilities: Yes

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Job summary

  • Help Desk Associate

  • Mandaluyong, National Capital Region

  • Company

    First Multi-Tech Industrial and Development Corporation (FMIDC)
  • Type of contract

    Permanent contract

  • Work type

    Full Time

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