Service Desk Chat Support Level 1

Service Desk Agent 1

Location: Tarlac/Clark/Manila/Cebu

Shift: 9pm-6am

Arrangement: Onsite

Unlock your potential!

In our service desk, you'd play a pivotal role in managing a diverse array of HR, Admin, Finance and IT-related concerns.

This involves appropriately routing cases to the correct Line of Business (LOB) and providing responsive chat support for both team members and clients, all while adhering to key performance indicators (KPIs).

Your role encompasses a broad spectrum of tasks, contributing to the seamless operation of processes and ensuring effective communication and support across various functions within the organization.

This dynamic position not only requires versatility but also a commitment to meeting and exceeding performance metrics to uphold the highest standards of service delivery.

Responsibilities

• Manage cases from both employees and clients, ensuring resolution within defined timelines.
• Collaborate with cross-functional teams to address complex cases with multiple tasks or dependencies.
• Provide support on live chat, ensuring prompt and effective assistance.
• Work towards achieving and maintaining Key Performance Indicators (KPI)

Key Qualifications/Experience

• Bachelor's degree in a relevant field or equivalent work experience.
• Must have strong chat support experience
• Experience in a BPO setting is highly preferred
• Strong organizational and multitasking abilities.
• Excellent communication and interpersonal skills.
• Ability to collaborate with cross-functional teams.
• Familiarity with case management systems and tools.
• Proficient in meeting and exceeding Key Performance Indicators (KPI).
• Proactive problem-solving attitude.
• Customer-centric mindset with a commitment to delivering exceptional service.
• Ability to work well under pressure.
• Willingness to adjust working hours based on business needs.
• Availability to work on holidays as required.

What's in it for you

A competitive salary

Health Insurance, and Life Insurance coverage

21 annual paid leaves

Annual increase (Annual Performance Review)

Tenure Recognition Program

Access to certifications and courses from Ab2 Institute of Accounting

20+ options of free coffee and chocolate drinks

Billiards, table tennis, or foosball in our breakout room

Work-life balance and logging off on time for you to enjoy more personal time.

A genuinely diverse, caring, supportive and high achieving team environment.

Ongoing training, development and career progression opportunities

We live by our VALUES to cultivate and foster growth and innovation.

BE AWESOME:Exceptional individuals create collective genius. We celebrate success, reward outstanding performance, and make work fun by fostering a supportive and inspiring environment.

KEEP IT REAL:We value honesty, accountability, and open communication. We own our actions, prioritize compassion, empathy, and understanding, and foster meaningful conversations.

BRING THE WOW:We strive for excellence in everything we do. Going the extra mile is our standard, as we are committed to delivering outstanding results.

DREAM BIG:We embrace a culture of continuous learning, exploration, and improvement. With ambitious goals, we constantly seek knowledge and self-improvement.

Visit us at: https://careers.toaglobal.com/

Join TOA Global and experience the difference!

We passionately embrace diversity and inclusion in all aspects of our organization. We believe by fostering an environment that values and celebrates individuals from diverse backgrounds, we unlock innovation, drive creativity, and amplify our ability to serve our customers and communities with excellence.