Eastvantage Business Solutions Inc.
Eastvantage Business Solutions Inc.

Customer Support Associate | Native Taiwanese  

Eastvantage Business Solutions Inc.

  • Taguig, Philippines
    24th Floor, Fort Legend Tower, 3rd Avenue corner 31st Street, Taguig, Metro Manila, Philippines
    Taguig
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 3 years ago

2020-10-31T16:00:00+00:00
Job closed.

Job Description

Customer Facing

  • Conduct introductions to Virtual Classroom with customers, potential buyers
  • Provide technical support on platform (connection to classroom, usability of Member Area and other tools)
  • Address customer escalations aligned to SLAs (Service Level Agreements) via phone and virtually
  • Manage workload of tasks using ticketing system in a timely manner and in accordance with client SLAs
  • Engage in internal meetings and participate in global support training as needed
  • Answer inbound calls / emails and follow up with customers to address service needs
  • Manage the customer onboarding process from Sample Lesson to course organization
  • Handle quality assurance issues and ensure that learner needs are met
  • Support sales activities in educating client contacts about platform via demonstrations
  • Manage team calendar of customer calls and appointments

Trainer Facing

  • Provide real time support for trainers to address platform and administrative questions regarding their courses/learners
  • Provide technical support to trainers
  • Interact as a point of contact with trainers to field complaints internally for resolution
  • Provide trainers or partners with administrative training as needed
  • Create course plans for customers to prepare trainers for their course
  • Adjust trainer schedules and availability as requested

Internal/Administrative

  • Review service performance indicators periodically and support team with suggestions for continuous service improvement
  • Support recruitment with identification of trainer availability gaps
  • Participate in global and regional meetings and provide input on strategies for improvement of customer service

Minimum Qualifications

  • Bachelors degree
  • Native Taiwanese and CEFR B2 level in English
  • Other language learning experience a plus (eg. Mandarin)
  • 1-2 years of experience with customer service in a B2B environment
  • Experience in the language learning sector, internet technologies, online learning / e-Learning or corporate education markets is preferred
  • Ability to work effectively across cultures and in a virtual environment
  • Ability to prioritize, multi-task, and perform effectively under pressure
  • Team player and good communication skills
  • Highly motivated and independent
  • Proficiency in Microsoft applications (Word, Excel, PowerPoint, and Outlook), and Salesforce.com

Jobs Summary

Job Level
Associate / Supervisor
Job Category
Customer Service
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Once in a while
Office Address
15th Floor Fort Legend Tower, 3rd Avenue cor. 31st Street, Bonifacio Global, City, Taguig, 1634 Metro Manila
Industry
Business Process Outsourcing
Vacancy
2 openings
Website
https://eastvantage.com/

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About Eastvantage Business Solutions Inc.

Eastvantage provides business solutions to global companies, enabling offshore operations from its locations in the Philippines, India and Bulgaria. The management team brings a wealth of global insights and local knowledge in the areas of digital transformation, customer experience, and business support. Combining expertise with a hands-on approach to managing client relationships, Eastvantage makes outsourcing simple and seamless. Share the passion Serious but wacky. Normal but quirky. Organized yet flexible. Hard work with playtime. That’s life at Eastvantage. We promote a "Work-Life Balance" environment. It’s a place where introverts and extroverts, the left-brained and right-brained, the outgoing and the shy can all work side by side without pulling each other’s hair. That’s because we work in a highly open, flexible and collaborative zone where we can totally feel at home. We may be a team of different folks with different strokes, but we share the same passion for our work and a constant drive for excellence. And we’re lucky enough to belong to a company that empowers us and looks out for our development and well-being. Are you intelligent, creative, passionate, and crazy enough? Be a part of a cool, smart and wise team. Hurry grab the opportunity. Why join us? Working at Eastvantage is not like joining a huge organization like the navy, it's more like joining a fleet of agile ships ready to skip on to the next race, discovering new frontiers. We are not a thousand-person call center. We are not a ratlab. We are no freaky geeks (or are we?). What are we, then? Eastvantage prides itself on being an open and fair employer, always looking out for the development and well-being of its employees. We believe that our prime services require fully empowered people, world-class office amenities and the best technologies. We provide attractive salaries, insurance and benefits. We believe in continuous learning and coaching to stay ahead. We train and ensure our employees are treated fairly and with respect. Join us - we are always looking for great talents like software/system/web developers, research analysts, e-marketing gurus, and fluent communicators. Benefits We offer challenging roles in a fast-growing international team Work-life balance environment We have a no-nonsense culture and direct interaction with our clients Prime office located in Fort Bonifacio Global City, Taguig and Ortigas Center What are we good at? Work hard and play hard! We are not the typical BPO setup. We have a diverse culture and we nurture everyone like a family. To understand how we use and process your data, please visit www.eastvantage.com/privacy-notice and www.eastvantage.com/privacy-policy

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