Multilingual service Desk Analyst

5 days ago

Taguig, Philippines Gratitude Philippines Full time

Overview

Category: Service Desk / End User Services

Main location: Philippines, Metropolitan Manila, Taguig (Onsite)

JOIN CGI PHILIPPINES

We are looking for a dedicated and enthusiastic Latvian-speaking L1 Customer Support Agent to join our growing team.

In this role, you will be responsible for delivering outstanding customer service and technical support to clients through phone, email, and chat. The ideal candidate is passionate about helping others, has excellent communication skills, and possesses a solid foundation in technical troubleshooting.

Responsibilities
  • To work in partnership with local management, colleagues and clients at all levels to ensure requests are resolved to the satisfaction of the customer.
  • Follow agreed escalation procedures.
  • To come in on time and on scheduled shift and Breaks assigned by people manager.
  • Follow rest day schedule as assigned.
  • Assists Service Desk Specialist in processing non-complex work orders, service requests as necessary support requirements assigned by the Service desk management team or Service Desk Manager
  • Advise people manager of planned/unplanned leaves as below:
  • Vacation leave – at least 10 days in advance of planned leave date
  • Sick leave - at least two (2) hours prior to the start of the shift. A member, when using sick Leave, must notify his manager (or next higher-ranked manager) via a phone call to the manager’s direct office line or mobile phone within the prescribed lead time.
  • Maintain quality standards in accordance with agreed metrics.
  • Ensure that all quality deficiencies are corrected in a timely manner for activities in your function.
  • Submit necessary service delivery reports.cgi.com
  • Ensure feedback is given to people manager if potential issues are detected.
  • Ensure feedback is given to people manager if process improvement measures can be implemented.
  • Ensure attendance at planned meetings.
Qualifications
  • At least a Vocational Diploma, Short Course Certificate Undergraduate, or Bachelor’s/College Degree in any field
  • At least 2 years of experience in Service Desk, Helpdesk or Technical Support.
  • Proficient in written and verbal communication in the English and Japanese language.
  • Keen attention to detail.
  • Proficient computer and technical skills.
  • Solid analytical and problem-solving skills.
  • Good process mapping ability.
  • Amenable to work in our Ortigas and Mckinley, Taguig site
  • Proactive, service minded and able to multi-task.
  • Good interpersonal skills (empathy, verbal dexterity, etc.)
  • Fluent in both Latvian and English (near-native proficiency)
  • Strong verbal and written communication skills
  • Basic to intermediate knowledge of Windows and Microsoft 365 (M365)
  • Experience or aptitude in technical troubleshooting and customer support
  • With active TRV or Permanent Resident Visa in Philippines
  • Must not be a present or former employee of CGGI
  • Should be amenable to work on a shifting schedule and onsite in Taguig
  • Salary expectation should be within the maximum budget
Required qualifications to be successful in this role
  • Only candidates' applications meeting minimum qualifications will be processed.
Benefits
  • Career Development
  • Multicultural Interaction
  • Hybrid Work Setup
  • Laundry Allowance
  • Rice Subsidy Allowance
  • Uniform Allowance
  • Share Purchase Plan (SPP)
  • Profit Participation Plan (PPP)
  • Provident Fund
  • Leave Entitlements
  • HMO Coverage (upon hire)
  • Extended HMO Coverage
  • Group Life Insurance
  • Health and Wellness Program
  • Member Referral Program
  • Special Meal Allowance
  • Member Assistance Program (MAP)
  • Corporate Social Responsibility Program
Skills
  • English
  • Help Desk/IT Services
  • Japanese
  • Analytical Thinking
  • Detail-oriented
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