Sykes (Shanghai) Co Ltd
SYKES is a global leader in providing customer contact management solutions and services in the business process outsourcing(BPO)arena.
SYKES provides an array of sophisticated customer contact management solutions to Fortune 1000 companies around the world, primarily in the communications, financial services, healthcare, technology, transportation and leisure Industries. SYKES specializes in providing flexible, high-quality customer support outsourcing solutions with emphasis on inbound technical support and customer service. Headquartered in Tampa, Florida, with customer contact management centers throughout the world, SYKES provides its services through multiple communication channels encompassing phone, e-mail, web and chat. Utillzing its integrated onshore/offshore global mode, SYKES serves its clients through two geographic operating segments: the Americas(United States, Canada, Latin America)EMEA(Europe, Middle East and Africa)and APEC(India、Asia Pacific Rim).
SYKES also provides various enterprise support services in the Americas and fulfillment services in EMEA, which include multi-lingual sales order processing, payment processing, inventory control, product delivery and product returns handling.
For additional information, please visit:www.sykes.com
Indonesian Technical Support Engineer (Location: Shanghai, China)
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Adherence to SYKES policies on ethics and integrity.
- Accountable for providing a high level of technical response to the customers of our clients
- Ensures that all communication with customer is within the guidelines of the client
- Follows prescribed problem resolution procedures
- Handles customer’s product usage questions
- Ensures that cases and callbacks are logged in accordance with the Data Quality guidelines
- Reaches and maintains the level of technical competence and customer service skills as required for the post
- Ensures that all data is collected accurately
- Ensures that service levels are achieved as communicated by the Account Manager
- Be willing to following the working time assigned by immediate supervisor.
QUALIFICATIONS
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Bachelor degree or above
- IT education background or at least 1 Year related IT experience;
- High proficiency Bahasa Indonesian both in Oral and Written
- Language skills in English or mandarin
- Experience with computer operation, over 12 months experience on MS Word/Excel
- Experience with Callcenter and Notebook/PC will be an advantage
- Solid communications skills, demonstrated customer mindset and service skills
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