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Multilingual Service Desk Operations Specialist

1 month ago

Taguig, National Capital Region, Philippines Gratitude Philippines Full time

About the Role:

Gratitude Philippines is seeking a skilled Multilingual Service Desk Analyst to join our team. As a key member of our support team, you will be responsible for providing exceptional customer service to our clients, resolving issues efficiently, and working collaboratively with our local management, colleagues, and clients to ensure customer satisfaction.

Key Responsibilities:

• Utilize excellent customer service skills, problem-solving skills, technical thinking/reasoning skills, and individual judgment to resolve customer issues and ensure 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.

• Maintain quality standards in accordance with agreed metrics and ensure that all quality deficiencies are corrected in a timely manner for activities in your function.

• Submit necessary service delivery reports and provide feedback to the staff manager on potential issues and process improvement measures.

• Ensure attendance at planned meetings and maintain a comprehensive understanding and mastery of all tools.

Requirements:

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

• Keen attention to detail and proficiency in computer and technical skills.

• Solid analytical and problem-solving skills, good process mapping ability, and proactive, service-minded approach.

• Good interpersonal skills, including empathy, verbal dexterity, and the ability to multi-task.