Service Desk Agent

1 week ago

Taguig, National Capital Region, Philippines Crafted Voice Global Full time

Job Title: Multilingual Service Desk Agent (German)

Category: Service Desk / End User Services

Main location: Philippines, Metropolitan Manila, Taguig (Onsite)/Ortigas Location

Salary: PHP 90, ,000

Employment Type: Full Time

Qualifications:


• With or Without Service Desk Experience.


• At least 2 years of experience in Technical Support.


• Can speak, read and write in German Language.


• With a permanent resident visa or active TRV


• At least a Vocational Diploma, Short Course Certificate, Undergraduate, or Bachelor's/College Degree in any field


• Related work experience is not required as long as they know basic troubleshooting and technical terms.


• The process will be language, technical and final interview.


• We are looking for candidates who will be open for the Taguig or Ortigas ONSITE location.

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, 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 the proper escalation process.


• Develop a comprehensive understanding and mastery of all tools.


• Remain updated on products, policy, procedure and other important operational issues.


• To come in on time and on the scheduled shift and adhere to breaks as assigned by staff manager.


• Follow rest day schedule as assigned.


• Advise the 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 on time 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 German


• Keen attention to detail.


• Proficient in 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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