Multilingual Service Desk Analyst

Your future duties and responsibilities:

• You will handle first line incidents, including triage and troubleshooting, give resolution where possible and assignment where required to 2nd/3rd line support teams and third parties
• Support Service Request Management and Service Restoration Management Level
• 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.
• You will receive and respond to user inquiries and requests via telephone, email, 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.
• You are able to solve problems using agreed upon procedures as well as proper escalation process.
• Develop a comprehensive understanding and mastery of all tools.
• Remain updated on products, policy, procedure and other important operational issues.
• Maintain quality standards in accordance with agreed metrics.
• You have to ensure that all quality deficiencies are corrected in a timely manner for activities in your function.
• Submit necessary service delivery reports.
• Ensure feedback is given to staff manager if potential issues are detected and if process improvement measures can be implemented.
• Attend planned meetings.

Other responsibilities may include:

• You will be assisting the management with development of training plans for new and existing members and of quality assurance plans
• Work with new members to familiarize themselves with project specific processes for them to become operational within one month of hire date
• Provide coaching to members to address client-specific quality standards and expectations
• Contribute to the projects service delivery planning process as required
• Reporting in a way to make sure reports are made and delivered in a timely manner
• Make improvement recommendations on assigned processes
• You have to make sure that reporting tools, databases and processes are up to date and maintained
• Update team leaders and service delivery managers on process improvement or member development as agreed
• In accordance with your manager there can be related tasks or duties you have to work on apart from the mentioned tasks this role incorporates.

Required qualifications to be successful in this role:

• At least apprenticeship, Bachelor or Master’s degree (vocational academy, University of Applied Sciences or University) in any field
• Proficient in written and verbal communication in English as well as German.
• Proficient IT-skills and possible background in the IT - area
• You have solid analytical and problem-solving skills as well as keen attention to details
• Good process mapping ability.
• Previous back-end process administration experience.
• Previous customer service or contact center experience (optional)
• Willingness to work onsite in Taguig and Ortigas site.
• Ability to work well in a high-pressure environment
• You are flexible, adaptive, service-oriented, able to multitask and have empathy to communicate in a big company