Keywords / Skills : Mandarin, Chinese, Service Desk Agent, Service Desk Specialist, IT Service Desk, Phone support, Infrastructure, Office 365, Outlook, Sharepoint, One Drive, Skype, Microsoft OS Windows 7/10
Provide first level contact and resolution for all users’ IT issues, problems and questions
Possess a good breadth of basic understanding of different IT systems – PC, network Infrastructure, SAP and applications
Respond to questions from all callers and emails to the service desk. Ensure proper recording, documentation and closure
Follow standard Service desk operating procedures,accurately logging all tickets
Take ownership and responsibility of an issue from start to successful resolution
Escalate issues and involve experts wherever required to resolve issues as quickly as possible
Understand and maintain our global policies and standards for Infrastructure, Application and Security
Able to collaborate with many other counterparts including subject matter experts and other service desk agents or technicians located in India and USA where needed
Metrics preparation and analysis, recommending areas of improvement and modifications to serve users better
Strong in documenting knowledge of service desk procedures, problem resolution and scripts.
Must be fluent in speaking Chinese as a Native language (serving China market)
Fluent English with good written and oral communications skills
Friendly presence and helpful attitude, good interpersonal skills and ability to work well with others. With great passion for customer services
Minimum 2 years of proven working experience in an IT service desk providing end to end support to users across different systems and infrastructure
Strong knowledge of Office 365 Suite Products including Outlook, SharePoint, One Drive, Skype for Business and Microsoft OS Windows 7/10
Ability to handle constantly changing flow of traffic, remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situation
ITIL Foundation Certification will be added advantage
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases