Total 2 job vacancies by transcosmos (TCIS)

As an End-User Helpdesk Agent, you will be primarily responsible for providing frontline user management and customer support. The End-User Helpdesk Agent efficiently provides support to customers, is a flexible problem-solver, and is confident at providing solutions. You investigate if you do not have enough information to resolve customer inquiries and complaints. At the same time, you are patient, empathetic, and very communicative with others. The End-User Helpdesk has at least basic computer skills and the capacity to stay focused in a busy work environment. The service runs 24 x 7.

Key Tasks and Responsibilities:

• Process User Management/UMT worklist requests within SLA
• Provide updates to the Sponsors, Implementation Managers, and other relevant teams on the creation/maintenance of all client-supported product accounts.
• Follow strict instructions on the creation/update of all client-supported product accounts as specified on Helpdesk Briefs/Communication Plans for each trial.
• Communicate with the Sponsor via email regarding issues on the creation/maintenance of all supported products and follow up on resolutions in a timely fashion and ensure communication is accurate both verbally and in writing.
• Ensure that all data is entered/updated correctly in the CRM system.
• Perform database system performance reporting tasks.
• Root Cause Analysis ticket owner for alerts and errors generated by the various products supported.
• Complete QC activities for User Management activities completed by other Helpdesk Administrators
• Complete Site Allocation for all client-supported product Users in a timely fashion.
• Escalate promptly to Shared UM TL any issues with the completion of User Management or compliance with SLA.
• Ensure compliance with customer Data Privacy and Security Policy
• Perform other administrative tasks as required.

Skills/Attributes Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Technical:

• Good working knowledge of Microsoft Office tools (Word, Excel, OUtlook, etc.)
• Computer and Internet-savvy
• Call/Contact Center ticketing tools, i.e., Zendesk, Salesforce (or similar CRM platform)
• Call/Contact Center call management tools, i.e., Avaya, 8x8 (or similar) is advantageous

Behavioral:

• Positive and enthusiastic personality and approach to work
• Ability to take right decisions, strong sense of ownership and accountability
• Ability to apply creativity to resolving problems
• Organized, accurate, with ability to multi-task
• Excellent written and verbal communication
• Willing to lean new skills and grow with the company

Qualifications:

• At least High School diploma or equivalent
• User Management or Data Entry experience for at least 1 year
• Previous experience in SSC/BPO and Customer Service is nice to have
• Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels

As well as the fantastic opportunity to partner with huge global brands and pursue an exciting career with a rapidly growing BPO leader, transcosmos pride itself on a fun, healthy and encouraging work environment in the premium district of Mckinley Hill, Taguig.

We also reward of our staff with great benefits including:

• Competitive compensation packages
• HMO/Medical and dental coverage
• Life insurance
• Non-taxable allowances
• Night differential
• And much much more!

The Company Driver provides various transportation services which includes transporting products, materials, equipment, family members, clients to and from specified locations.

The Company Driver’s responsibilities include dropping and picking up family members, collecting and delivering various packages, doing errands, car cleaning and maintenance as well as maintaining a travel log to record work hours, travel-time and locations traveled to.

Key Tasks and Responsibilities:

• Safely transporting family members as well as various products and materials to and from specified locations in a timely manner.
• Fetching and welcoming clients at the beginning of the trip.
• Greeting promptly and courteously the immediate superior/clients/passengers at all times.
• Assisting with the loading and offloading of luggage, products, and materials as required
• Mapping out the most efficient driving routes to ensure a timely arrival, unless otherwise directed.
• Adjusting travel routes to avoid traffic congestion or road construction.
• Complying with road regulation at all times.
• Promptly informing the immediate superior of any tickets issued against the vehicle during work hours.
• Engaging in conversation if required or playing music if suitable
• Ensuring that clients’ identities and all conversations remain confidential
• Ensuring that the vehicle is always parked in areas that permit parking in order to avoid towing.
• Ensuring that the automobile/vehicle remains clean and well maintained by performing regular washing, cleaning, vacuuming, sanitation and vehicle maintenance.
• Responsible for vehicle registration, insurance renewal, fuel refill, battery replacement, maintenance check-up and informing/reminding the immediate superior in advance for proper scheduling
• Providing accurate time records of the vehicle’s coming and goings.
• Immediate reporting of any accidents, injuries, and vehicle damage to the immediate superior as well as securing proper documentation related to incident such as police report, copies of IDs, insurance etc.
• Take care of errands required by the immediate superior such as payment of bills, deliveries, registrations etc. Supports admin to liaise documents and other departments, if needed.

Skills/Attributes Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• High school diploma; previous work experience as a Driver
• A valid driver’s license
• A clean driving record with no traffic violations
• Complete knowledge of road safety rules and regulations
• Familiarity with GPS tools and Google Maps
• Excellent navigational skills
• Strong commitment to safety
• Good time management skills
• Good communication and interpersonal skills
• Maintaining a high degree of professionalism and customer service
• A team player and able to take constructive feedback well
• Willing to work overtime and during holidays if needed

Come and be a part of transcosmos as we have a long history of over 45 years of experience in outsourced services. Originally established in Japan, we’ve expanded throughout Southeast Asia and the rest of the world. We currently have over 100 operating centers across 14+ countries, supporting over 30 languages and counting. Transcosmos Solutions serve 2,500 clients around the world and as an outsourced solution provider ranked 33rd among the top 100 global outsourcing companies.

As well as the fantastic opportunity to partner with huge global brands and pursue an exciting career with a rapidly growing BPO leader, transcosmos pride itself on a fun, healthy, safe, and encouraging work environment in the premium district of Mckinley Hill, Taguig.

Office Address: 14th Floor, Commerce, and Industry Plaza Building, 1030 Campus Ave., McKinley Hill Cyberpark, Taguig City (we are located right beside Venice Piazza Mall)

We are currently in a Virtual Recruitment Process. For applicants, please ensure that you have a strong internet connection at home and a desktop or laptop for the skills exams and video final interview.