CS Agent - Cantonese SpeakingTruphone

To join a team of highly dedicated Customer Service Agents providing telephone and online services to our business and consumer customers. In our Manila office we provide services in English but globally, we do support English, Spanish, German, Polish, Cantonese and Dutch. We are looking for individuals who are great at communicating in both Cantonese and English, supporting telecommunication enquiries and concerns and creating inspirational moments. If you are fluent in English and Cantonese and you also speak Mandarin or one of our other languages that will be a bonus!
Key Responsibilities
Acting as first line support to our corporate customers - aiming to solve their technical queries by phone and email
Tracking, collating and responding to customer issues within agreed timescales
Escalating and liaising with our Technical Support in Portugal for more complicated cases
Working closely with Service Account Managers to help develop, grow and retain customer accounts
Requirements
Fluent in Cantonese (Mandarin is a plus)
Thorough working knowledge of Microsoft Office, ticketing systems and customer service procedures.
Knowledge of supporting GSM
A professional telephone manner and call management skills
Outstanding written and verbal skills in English - able to take technical information and translate into easily understandable language for customers.
Exceptional customer relationship management skills - including handling complaints effectively
Good teamwork, organisational and time management skills
Excellent analytical and problem-solving skills
Good attention to detail and the ability to understand and follow technical processes accurately
Knowledge of the following tools/technologies would be an advantage: My SQL Querying, SIP, TCP/IP, LAN, DSL, Wi-Fi
Previous experience in Helpdesk, Customer Service or Call Centre roles, Mobile Handset support roles; within the Telecoms sector, both GSM and VoIP.
Workable

Metro Manila
Permanent
Full-time