Multilingual Service Desk Agent

Gratitude Philippines; Taguig; On-site; PHP 334,800 - 558,000; Full time

Job summary

A local technology firm in Metro Manila is seeking a Multilingual Service Desk Analyst. The role requires strong customer service and problem-solving skills, particularly with proficiency in the Polish language. Candidates should possess at least two years of technical support experience and a vocational diploma or higher. This position is based onsite in Taguig, offering relocation assistance for foreign nationals. Immediate joiners are preferred, and the role demands excellent teamwork and communication skills.

Qualifications

• At least 2 years of experience in Technical Support.
• Native foreign nationals with valid PRV/TRV and residence in the Philippines.
• C1 level proficiency in Polish language preferred.

Responsibilities

• Resolve issues utilizing excellent customer service skills.
• Respond to user inquiries via telephone, email, case tracking system.
• Work in partnership with management and clients.
• Produce quality work and ensure fast and accurate turnaround.
• Solve problems using agreed upon procedures.
• Remain updated on products, policy, and procedures.

Skills

Customer service skills

Problem solving skills

Technical thinking/reasoning skills

Polish language proficiency

Education

Vocational Diploma or above

Job description

Qualifications

• With or Without Service Desk Experience.
• At least 2 years of experience in Technical Support.
• Can speak, read, and write in the Polish Language.
• Native foreign nationals with valid PRV/TRV and current residence in the Philippines.
• At least a Vocational Diploma, Short Course Certificate, Undergraduate, or Bachelor’s/College Degree in any field
• Kindly endorse native speakers or non-native with C1 level proficiency.
• The process will be a language, technical and final interview.
• We are open to candidates from different countries who are willing to relocate. We offer relocation assistance/package.
• We are looking for candidates who will be open for the Taguig or Ortigas ONSITE location.
• Must be an immediate joiner

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 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 scheduled shift and adhere to breaks as assigned by staff manager.
• Follow rest day schedule as assigned.
• Advice 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.
• To submit necessary service delivery reports.
• Ensure feedback is given to staff manager if potential issues are detected.
• Ensure feedback is given to staff manager if process improvement measures can be implemented.
• Ensure attendance at 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.