Service Desk 1
TOA Global
Date: 2 weeks ago
City: Tarlac City
Contract type: Full time
L1 Service Desk
Number of hires: 1
Location: Clark, Tarlac, Cebu, or Manila
Shift: 7AM-4PM, Mon-Fri
Arrangement: Onsite, Full Time
Unlock your potential!
At TOA Global, we have a deep commitment to empowering individuals to excel in their enterprises, careers, and communities. Our global footprint stretches across Australia, New Zealand, North America, Philippines, South Africa, and South America, supporting our global clients in the accounting industry.
The Service Desk I role is essential to delivering a seamless and positive experience for TOA Global’s employees and clients. Specializing in Live chat, they provide prompt support for inquiries and requests, offer clear guidance on company processes and policies, and efficiently resolve a variety of issues. They also need to be skilled in case management, delivering real-time assistance to customers through cases.
Through proactive problem-solving and exceptional service, the agent enhances customer satisfaction and ensures every interaction is handled with professionalism and care.
Key Responsibilities
Number of hires: 1
Location: Clark, Tarlac, Cebu, or Manila
Shift: 7AM-4PM, Mon-Fri
Arrangement: Onsite, Full Time
Unlock your potential!
At TOA Global, we have a deep commitment to empowering individuals to excel in their enterprises, careers, and communities. Our global footprint stretches across Australia, New Zealand, North America, Philippines, South Africa, and South America, supporting our global clients in the accounting industry.
The Service Desk I role is essential to delivering a seamless and positive experience for TOA Global’s employees and clients. Specializing in Live chat, they provide prompt support for inquiries and requests, offer clear guidance on company processes and policies, and efficiently resolve a variety of issues. They also need to be skilled in case management, delivering real-time assistance to customers through cases.
Through proactive problem-solving and exceptional service, the agent enhances customer satisfaction and ensures every interaction is handled with professionalism and care.
Key Responsibilities
- Assisting customers in real time via Live Chat by providing accurate and complete information.
- Accurately assess and route cases to the appropriate team while ensuring compliance with the prescribed turnaround time.
- Manage cases efficiently by providing real-time updates, proactively following up, and ensuring resolution.
- Evaluate customer needs and escalate complex issues to the appropriate support level for timely resolution.
- Complete ad hoc tasks as required.
- Skilled in providing real-time assistance to customers via Live Chat with clarity and efficiency.
- Experienced in using case management systems and tools effectively.
- Highly organized with strong multitasking capabilities.
- Proficient in assessing cases and directing them to the appropriate department
- Strong communication and interpersonal skills
- Customer-focused with a positive and professional attitude
- Adaptable and eager to learn new technologies and procedures
- Ability to thrive in a fast-paced environment and manage multiple tasks effectively
- Detail-oriented with a keen eye for accuracy.
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