Multilingual Service Desk Analyst

1 month ago

Taguig, National Capital Region, Philippines Gratitude Philippines Full time
Job Title: Multilingual Service Desk Analyst

Category: Service Desk / End User Services

Main location: Taguig (Onsite)

Employment Type: Full Time


Key Responsibilities:
  • 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.
  • 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, procedures, and other important operational issues.
  • Attend scheduled shifts and adhere to breaks as assigned by the staff manager.
  • Follow the rest day schedule as assigned.
  • Advise 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.
  • Submit necessary service delivery reports.
  • Provide feedback to the staff manager if potential issues are detected or process improvement measures can be implemented.
  • Attend planned meetings.

The above statements are intended to describe the general nature and level of work. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of a member as classified. All members may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Required Qualifications:
  • Proficient in written and verbal communication in the English language and Dutch.
  • 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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