Service Desk Agent 2
Location: Tarlac/Clark/Manila/Cebu
Shift: Night Shift, Mon-Fri
Arrangement: On-site
Unlock your potential!
Service Desk II plays a vital role in delivering a seamless and positive experience for TOA Global's employees and clients. Specializing in case management, they provide timely support for inquiries and requests, offer clear guidance on company processes and policies, and efficiently resolve a wide range of issues.
They are also responsible for staffing the TOA Live Chat channel, delivering real-time assistance to customers as needed.
With proactive problem-solving and a commitment to exceptional service, Service Desk II agents enhance customer satisfaction and ensure every interaction is handled with professionalism and care.
Responsibilities
- Collaborate with cross-functional teams to address complex cases with multiple tasks or dependencies.
- Effectively manage complex cases by utilizing case management systems and tools to track, prioritize, and resolve inquiries with
accuracy and efficiency.
- Analyze cases to identify root causes and determine the most appropriate resolution, escalating to the appropriate department
when necessary.
- Ensure timely and accurate case handling by managing multiple cases simultaneously while maintaining attention to detail and
adherence to service standards.
- Provide real-time assistance via Live Chat as needed.
Key Qualifications/Experience
- Experienced in using case management systems and tools effectively.
- Works effectively with cross-functional teams to resolve complex cases.
- Analyzes cases, identifies root causes, and determines the best resolution, initiating to the next level of support as needed.
- Manages multiple cases while ensuring accuracy and meeting service standards.
- Provides real-time assistance with clarity and efficiency via Live Chat.
