Multilingual Service Desk Agent (German)

Recruitify_HR; Taguig; On-site; PHP 420,000 - 640,000; Full time

Job summary

A recruitment agency is seeking a Multilingual Service Desk Analyst in Taguig. This role requires proficiency in both the English and German languages, with strong customer service and problem-solving skills. Candidates should have a vocational diploma or higher and be open to relocating. Responsibilities include resolving customer issues, addressing inquiries, and ensuring high-quality service outcomes. Attention to detail and a proactive mindset are essential for success in this fast-paced environment.

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.
• Endorse native speakers or non-native with C1 level proficiency.
• Proficient in written and verbal communication in the English language and German.
• Proactive, service minded and able to multi-task.
• Good interpersonal skills (empathy, verbal dexterity).
• Background in IT or Finance or HR is a plus.

Responsibilities

• Resolve issues utilizing excellent customer service skills.
• Respond to user inquiries via telephone, email, and tracking system.
• Work with local management, colleagues, and clients.
• Ensure fast and accurate turnaround of work.
• Maintain quality standards in accordance with agreed metrics.
• Develop mastery of all tools and stay updated on products and policies.
• Adhere to scheduled shifts and breaks; follow attendance policies.
• Submit service delivery reports and provide feedback for process improvements.

Skills

German language proficiency

Problem solving skills

Customer service skills

Technical thinking

Attention to detail

Multi-tasking

Interpersonal skills

Technical support experience

Basic troubleshooting

Education

Vocational Diploma or higher

Short Course Certificate

Undergraduate

Bachelor's degree

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 Bachelors/College Degree in any field.

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.

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.

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 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.