BGC, Taguig - Korean QA Specialist - Social Media Account

Education:Minimum of a 2-year Associate Degree but Bachelors’ degree complete or in progress is preferredOR 2 years of college if part time, unless otherwise mutually agreed upon Responsibilities/Experience:3 or more years of relevant previous customer services experience (preferably in contact centers, includes time in a quality assurance role)2 or more years in a quality assurance role (BPO-related experience is highly preferred but not required)Live customer support experience (phone, chat, email, in-person, etc.) handling US based users.Live customer support experience for users in a Korean speaking country is a plus. Technical Skills:Strong analytical, problem solving and general troubleshooting skillsExcellent general computer skills Soft skillsExcellent written communication and interpersonal skillsMust exhibit active listening, be able to probe effectively and handle issues and complaints in a courteous, professional and friendly mannerProblem solver, able to multi-task, think creatively and escalate issues and ideas to solve these issues.Strong customer first focus and ability to provide excellent white glove support, even when delivering bad news. Proven ability to de-escalate customer issues using soft skills and empathy is keyTech-savvy Language:Bilingual with intermediate to excellent spoken and written English communications skills and near-native to native Korean language proficiencyFamiliarity with cultural norms (specifically for Support) of a Korean-speaking country.Experience living in Korean-speaking country preferred.

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise™.Mahindra is a USD 4.9 billion company with 121,840+ professionals across 90 countries, helping over 935 global customers including Fortune 500 companies. Our innovation platforms and reusable assets connect across a number of technologies to deliver tangible business value to our stakeholders.Tech Mahindra Business Process Services (BPS) is the BPO arm of Tech Mahindra which focuses on Business Process as a Service (BPaaS) and BPO services across various industries including Telecom, Financial Services, Retail, Energy, Hospitality, Hi-Tech, Agriculture, and Food & Beverage. Our approach goes beyond cost reduction to process optimization and ownership through automation and productivity improvements.Tech Mahindra BPS delivers value for customers through flawless execution of a seamless suite of services that operate across the entire lifecycle of end users and covers both revenue and cost sides of the customers’ business operations. The BPS includes Operations, BPM, and Consulting.Tech Mahindra offers innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise™. Our technology and process expertise combined with investments in platforms and IP, have delivered significant transformation programs for Global Customers across customer services, IT and Network.