Multilingual Service Desk Analyst

1 week ago

Taguig, Philippines Gratitude Philippines Full time

Your future duties and responsibilities:Your main responsibilities as a Multilingual Service Desk Analyst are as follows:• Resolve issues utilizing excellent customer service skills, problem-solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.• Receive and respond to user inquiries and requests via telephone, email, and case tracking system professionally and with speed, accuracy, and proficiency.• To work in partnership with local management, colleagues, and clients at all levels to ensure requests are resolved to the satisfaction of the customer.• Produce quality work and results.• Ensure fast and accurate turnaround of work.• Solve problems using agreed-upon procedures as well as proper escalation processes.• Develop a comprehensive understanding and mastery of all tools.• Remain updated on products, policies, procedure,s and other important operational issues.• To come in on time and on scheduled shifts and adhere to breaks as assigned by the staff manager.• Follow the rest day schedule as assigned.• Advice staff manager of planned leaves as stated in the Handbook.• Maintain quality standards in accordance with agreed metrics.• Ensure that all quality deficiencies are corrected in a timely manner for activities in your function.• To submit necessary service delivery reports.• Ensure feedback is given to the staff manager if potential issues are detected.• Ensure feedback is given to the staff manager if process improvement measures can be implemented.• Ensure attendance at planned meetings.Required qualifications to be successful in this role:• Proficient in written and verbal communication in the English language and at least one of the following languages.• Keen attention to detail.• Proficient computer and technical skills.• Solid analytical and problem-solving skills.• Good process mapping ability.• Proactive, service-minded and able to multi-task.• Good interpersonal skills (empathy, verbal dexterity, etc.)• Background in IT or Finance or HR is a plus.

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