Total 6 english language instructor job vacancies in Islandwide

Job Description & Requirements

Job Description & Requirements
1st level helpdesk to respond to calls Provide first call resolution to users who called into our hotline which is public facing, advising on issues Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner.
Ensure proper documentation, notification, escalation, tracking and follow up of all incidents.
Primary responsibilities are focused on customer contact Perform outbound calls to users who leave callback
Handle emails as assigned by team leader
Handle responses via the Chatbot Agent would need to be able to take stress of answering calls from members of public
Primary Skill: Customer Experience Management, Contact Centre, Call Centre

Language: Mandarin & English

Experience Level: O Level Experience

Work schedule – 44 hours per week. 5.5 days.

Shift: Candidate is expected to work on rotating shift.

Shift timing: (6.45am to 3.45pm, 8am to 5pm, 9pm to 6pm, 11am to 8pm, 12.45pm to 10.45pm.

Job Description & Requirements
1st level helpdesk to respond to calls Provide first call resolution to users who called into our hotline which is public facing, advising on issues Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner.
Ensure proper documentation, notification, escalation, tracking and follow up of all incidents.
Primary responsibilities are focused on customer contact Perform outbound calls to users who leave callback
Handle emails as assigned by team leader
Handle responses via the Chatbot Agent would need to be able to take stress of answering calls from members of public
Primary Skill: Customer Experience Management, Contact Centre, Call Centre

Language: Mandarin & English

Experience Level: O Level Experience

Work schedule – 44 hours per week. 5.5 days.

Shift: Candidate is expected to work on rotating shift.

Shift timing: (6.45am to 3.45pm, 8am to 5pm, 9pm to 6pm, 11am to 8pm, 12.45pm to 10.45pm.

Job Description & Requirements

• 1st level helpdesk to respond to calls Provide first call resolution to users who called into our hotline which is public facing, advising on issues Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner.
• Ensure proper documentation, notification, escalation, tracking and follow up of all incidents.
• Primary responsibilities are focused on customer contact Perform outbound calls to users who leave callback
• Handle emails as assigned by team leader
• Handle responses via the Chatbot Agent would need to be able to take stress of answering calls from members of public

Primary Skill: Customer Experience Management, Contact Centre, Call Centre

Language: Mandarin & English

Experience Level: O Level Experience

Work schedule – 44 hours per week. 5.5 days.

Shift: Candidate is expected to work on rotating shift.

Shift timing: (6.45am to 3.45pm, 8am to 5pm, 9pm to 6pm, 11am to 8pm, 12.45pm to 10.45pm.

Job Description & Requirements

• 1st level helpdesk to respond to calls Provide first call resolution to users who called into our hotline which is public facing, advising on issues Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner.
• Ensure proper documentation, notification, escalation, tracking and follow up of all incidents.
• Primary responsibilities are focused on customer contact Perform outbound calls to users who leave callback
• Handle emails as assigned by team leader
• Handle responses via the Chatbot Agent would need to be able to take stress of answering calls from members of public

Primary Skill: Customer Experience Management, Contact Centre,

Language: Mandarin & English

Experience Level: O Level Experience

Job Description & Requirements

JOb Description:

• Hands-on experience in Telecommunication environment/NOC engineer;
• In-dept knowledge in WAN transport systems, LAN switch technology, routing protocols (EIGRP, OSPF, BGP4).
• SDWAN is an added advantage
• CCNA & SDWAN certification
• WAN transport systems, LAN switch technology, routing protocols (EIGRP, OSPF, BGP4) & SDWAN
• Multi-protocol routing (NHRP, EIRGP,BGP4, OSPF)
• Switches, Wireless & Load balancer technologies
• Language requirement, Read, Write, Spoken-English & Japanese (N1-N2)
• 1-3 yrs (Telecommunication environment/NOC engineer)
• Bachelor's Degree in Engineering, Telecommunications, CCNA/CCNP/SDWAN
• 24*7 work environment

Roles & Responsibilities:

• Tier 2 production agent;
• Monitor and act as a first point of contact for incidents, escalations and business impacting issues;
• Respond and perform first level triage of incidents within SLAs and work with teams towards resolution;
• Assist in performing root cause analysis & fixes;
• Escalate to other teams, management or service providers for unresolved incidents based on defined process and guidelines
• Share regular status of the incidents
• Perform and complete tasks assigned
• Be proactive and resolve incidents based on the situation
• Adhere to defined SLAs for communications, responses and scheduled activities
• Communicate with client for critical incidents (as and when required)

Job Description & Requirements:

The Quality Specialist will be primarily responsible for performing Quality transaction monitoring across the SMB Programs for internal stakeholders as well as external vendors in APAC. The person will be responsible for producing a high-level of market and quality insights, in collaboration with the respective Call Center's Quality Manager and Client Experience PM to drive continuous improvement.

Ideal candidates will need to be proficient in both Customer Service and Sales environment as well as having a good understanding of the APAC market nuances in the specific market he/she is supporting in. Success in this position requires strong critical-thinking and problem-solving skills and the ability to thrive in a dynamic and changing environment.

JOB DESCRIPTION

• Perform audits on recorded client interactions and provide evaluation feedback through QMS
• Conduct regular 1:1 or group calibration to ensure evaluations are aligned based on business requirements.
• Support the business in managing and implementing Quality Management standards and processes that are aligned with the global standard and relevant to the local market nuances
• Highlight trends and red flags to the business for better improvements
• Ensure accurate maintenance of sample calls/chats library
• Provide a bi-weekly QA dashboard highlighting QA audits completion and QA trends to all stakeholders.

Requirement

• Degree preferred or equivalent practical experience;
• Minimum of 2 years Quality auditing experience in a call center environment
• Has a clear understanding of Call Center’s quality framework and methodology.
• Excellent interpersonal and communication skills.
• Multilingual - Fluent in English, Mandarin and Bahasa Indonesi. (speaking and writing)
• Self-motivated, entrepreneurial, and comfortable dealing with ambiguity.
• Ability to work in a fast pace environment.
• Strong attention to detail.
• Coaching experience is a plus
• Knowledge of digital advertising is a plus
• Experience in performing Root Cause Analysis/drilldown is a plus