Mandarin Speaking Analyst

Accenture Philippines

  • Cebu City, Philippines
    UG/F, Pioneer House, Cebu Business Park, Cebu City, Cebu, Philippines, Cebu City, Cebu, Philippines
    Cebu City
  • Full time
Posted 4 months ago and deadline of application is on 11 Mar
Recruiter was hiring 4 days ago

Mandarin Speaking Analyst

Accenture Philippines

Job Description

  • Receives inbound issues or requests from client business users, end users and third party organization.
  • Accepts and processes inbound incidents or requests via phone, email, portal or chat. Types of support could be:
    • Voice – these are the calls received
    • Non-Voice could be through emails, portals, voicemails and/or chats.
    • Or a combination of both (example: 80% Voice and 20% Non-Voice
  • Documents, monitors and processes through completion all incidents or requests through defined ticketing system.
  • Follows defined troubleshooting procedures documented in Knowledge Management tool.
  • Processes service requests such as but not limited to password reset, ID and access management, etc.
  • Performs follow-up until incidents or requests are resolved by performing outbound calls, chats or emails.
  • Categorizes, coordinates and escalates incidents or requests to SMEs, leads and different support groups as needed.
  • Completes and passes all required trainings and assessments.
  • Passes all set metrics and KPIs (key performance indicators).
  • Performs ad hoc tasks related to Incident Management, Change Management and Service Request as instructed by leads.
  • Understands and applies customer Service Level Agreement.
  • Seeks opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback.
  • Demonstrates uncompromising commitment to Accenture core values.
  • Develops and maintains expertise for tool used.
  • Identifies and implements quality improvement methods.

Minimum Qualifications

  • Fluent in Mandarin
  • Excellent communications skills both written and verbal
  • Willing and able to work effectively in a diverse and multicultural environment
  • Willing and able to work on a shifting schedule

Jobs Summary

Job level
Fresh Grad / Entry Level
Job category
IT and Software
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Once in a while 
Office Address
Pioneer House, Cebu Business Park, Cebu City, Cebu, Philippines
Information Technology / IT
20 openings

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About Accenture Philippines

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. We help organizations maximize their performance and achieve their vision. We develop and implement technology solutions to improve our clients’ productivity and efficiency — and may run parts of their operations on their behalf. Ultimately, we enable our clients to become high-performance businesses and governments. With approximately 442,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.
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