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
  • Full time
Posted 10 days ago and deadline of application is on 31 Oct
Recruiter was hiring 21 hours ago

Customer Support Associate | Native Taiwanese

Eastvantage Business Solutions Inc.

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
Sometimes 
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.

We are a Euro-Filipino Knowledge Process Outsourcing (KPO) company that provides business solutions to global companies. With close to a decade in operations, we have helped several large companies and SMEs tap into the rich and highly-skilled Philippines labor pool to address cost-efficiency and strategic growth measures. Based in the premier business district in the Philippines, we have access to the best infrastructure and talent -- the perfect elements to create and grow your team and your business. Eastvantage brings a wealth of global insight and local knowledge that makes the transition from onshore to offshore simple and seamless. To understand how we use and process your data, please visit http://www.eastvantage.com/privacy-notice and www.eastvantage.com/privacy-policy