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Bilingual Service Desk - Japanese Cebu


With business certificates
Established in 1989 | 5001-10,000 employees
16F, Ebloc2 bldg., Geonzon St., IT Park, Cebu City, Cebu
Total vacancies for this job title : 10
Posted on : October 15, 2020
Job ID : 367181

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Company Description

Accenture in the Philippines is a pioneer in Accenture’s global delivery network. Over the past 30 years, we have expanded our capabilities to become a powerhouse company providing end-to-end technology and business services. As part of Accenture’s global footprint in over 120 countries, covering 40-plus industries, we have been working with the biggest companies in the country and around the globe.
Innovation, a constant at Accenture, enables us to find new ways to stay ahead of our clients’ challenges. Our inclusive, diverse and strong culture of equality helps us constantly drive innovation in the workplace. By combining our industry expertise and the deep skills of our people with the latest technologies and our uncompromising high-performance standards, we help organizations grow their business and succeed in the digital age.
Japanese speaking Support contributes to ensuring that services are delivered to meet customer business needs and expectations.  A subject matter expert in Technical Support and team management. He/she is functionally and technically skilled in providing first level of support for resolution of customer and system incidents and in liaising with technologists and other agencies to resolve requests/issues in timely fashion.  He/she provides customer guidance on maintenance of underlying project technical infrastructure, including hardware, database and operating systems.  He/she applies quality processes in performing the tasks.
• Communicate with client's functional design in-charge about the requirement details
• Advise client's team leads of development status and issues
• Help in knowledge transfer by explaining Japanese-written business requirement or functional design to team lead and members
• Review and confirm output quality vis-a-vis requirements or functional design
• Confirm with the output quality of functional design on acceptance process
• Review translation quality
• Improve auto translation process and request onshore counterparts to unify description of functional design, if necessary
• Provides support in English and Japanese (Native Speaking) Languages through calls. Email, chat.
• Providing first level of support for customer and system incidents and requests using basic technical and service knowledge
• Assuming initial ownership for the coordination, investigation and documentation of customer and system incidents
• Performing initial level of diagnosis of incidents and resolving them when appropriate
• Interpreting problems or errors at a basic level and assessing the risk of events and escalating appropriately to protect client services
• Ensuring proper documentation on incidents and / or requests handled
• Following up on incidents to ensure resolution and customer satisfaction
• Monitoring issues until they are resolved / closed
• Demonstrating good understanding of the customer's business needs and applying them to the management of system events & incidents
• Working with other teams (e.g. technical team, service desk) to ensure coordinated management of incidents and / or requests.
• Maintains an understanding of customer Service Level Agreements
• Develops and maintains product knowledge, business and professional skills by participating / attending CBT and classroom trainings
• Develops and maintains knowledge about the tools, standards and processes used by the project team and the client.
• Seeking opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback
• Yielding productivity at the same level as client Service Level Agreements
• Graduate of any bachelor’s degree. Undergraduates are welcome to apply
• At least Japanese Language Proficiency Test N3 passer
• Can communicate effectively in both oral and written English and Japanese
• Knowledgeable or with experience in Service Desk Management
• Customer service experience
• Proficient in using MS applications
• Ability to work as a team member
• Ability to work creatively and analytically in a problem-solving environment
• Good oral and written communication skills
What we offer:
• Health Insurance (HMO) & Life Insurance coverage from day 1 of employment
• Expanded maternity leave up to 120 days*
• Expanded paternity leave up to 30 days*
• Employee Stock Purchase Plan
• Loyalty and Christmas Gift
• Inclusion and Diversity Benefits
• Night Differential
• Allowances
• Car and Housing Plan
• Company-sponsored trainings, upskilling, and certification
• Flexible Working Arrangements
• Healthy and Encouraging Work Environment
For more information about Accenture Careers in Cebu, visit our website at

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