Help Desk Manager

HELP DESK MANAGER

QUALIFICATIONS:
• Certified JLPT Level N1 - N2
• Bachelor's degree graduate of any 4-5 year course
• With at least experience in people management: able to handle more than 5 team members
• Well-versed in communicating with Japanese clients
• With extensive experience in project management

RESPONSIBILITIES:
• Leading and overseeing the Help Desk technical team.
• Manages, evaluates, and tracks team's performance.
• Handles inquiries/incident reports coming from clients in both English and Japanese via phone, email, chat, etc. following existing processes and guidelines.
• Translates inquiries from Japanese to English and vice versa, and escalates as needed
• Checks weekly and monthly help desk performance reports created by Help desk members and provides guidance.
• Well-versed in communicating with Japanese clients and other Department Managers.
• Extracts and analyzes relevant data and initiates process improvements in problem areas.
• Attend daily, weekly, and monthly meetings (as needed).
• Other duties as may be determined from time to time within the general scope of the post

SALARY:
• Negotiable

WORK LOCATION:
• Cebu City