Multilingual Service Desk Agent (German)

Gratitude Philippines; Taguig; On-site; PHP 223,200 - 334,800; Full time

Benefits offered by this job

Relocation assistance/package

Job summary

A leading technical support provider is seeking candidates for a Technical Support position in Taguig, Philippines. Ideal applicants will have proficiency in both German and English, with at least 2 years of technical support experience preferred. Responsibilities include resolving customer inquiries, working collaboratively with management, and ensuring quality service delivery. The position offers relocation assistance for candidates willing to move, making it an excellent opportunity for those looking to advance their careers in a vibrant environment.

Qualifications

• Proficient in written and verbal communication in English and German.
• Background in IT, Finance, or HR is a plus.
• Familiar with basic troubleshooting and technical terms.

Responsibilities

• Resolve issues using customer service and problem-solving skills.
• Respond to user inquiries professionally and promptly.
• Work with management and clients to ensure requests are resolved.
• Ensure quality performance according to metrics.
• Submit service delivery reports and feedback on potential issues.

Skills

German language proficiency

Problem solving

Customer service skills

Technical skills

Interpersonal skills

Attention to detail

Education

Vocational Diploma or Bachelor's Degree in any field

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 German Language.
• 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.
• 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 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.

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, 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.

Required qualifications

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