Remote Service Desk & Client Success Officer

Outsourced Quality Assured Services Pty; Philippines; Remote; PHP 446,000 - 670,000; Full time

Job summary

Outsourced.ph is seeking a Service Desk Officer to proactively manage relationships with assigned clients and deliver high levels of customer satisfaction across service delivery. The role reports to the Manager of Service Management Operations and involves coordinating with client executives and internal teams to ensure successful service outcomes.

The position requires strong communication, multi-tasking, and the ability to work flexible hours, including off-hours.

Qualifications

• 2+ years of project management experience or equivalent
• College Degree or equivalent experience
• 4+ years of customer service experience
• Strong customer management, written and verbal communication skills
• Effective communication with all levels of personnel, attention to detail
• Organize and schedule work effectively under time constraints
• Ability to manage multiple, complex accounts
• Flexible hours, including outside normal schedule when necessary
• Ability to work with management across the organization
• Maintain confidentiality
• Work independently in service delivery
• Enjoys a challenging yet rewarding environment

Responsibilities

• Establish and maintain professional contact with executives and resources within accounts
• Proactively manage relationships and ensure customer satisfaction across service delivery
• Maintain relationships with Managed Services management and staff to ensure availability
• Serve as primary liaison between client staff and Operations; handle escalations
• Provide Pre-Sales support for new services/engagements
• Create and manage detailed project plans for implementations/migrations
• Ensure successful delivery of assigned client engagements
• Hold regular client meetings to develop new opportunities and services
• Schedule resources for client activities with input from engineering managers
• Identify and communicate chronic issues with services and delivery
• Lead service delivery meetings discussing engineering findings
• Handle special projects as assigned
• Anticipate problems related to client activity or SLT trends
• Understand resources, priorities, and policies to anticipate issues
• May perform other duties as assigned

Skills

Project management

Customer service

Communication skills

Time management

Attention to detail

Multi-tasking

Flexibility in hours

Confidentiality

Education

College degree or equivalent

Job description

Outsourced.ph is seeking a Service Desk Officer to proactively manage relationships with assigned clients and deliver high levels of customer satisfaction across service delivery. The role reports to the Manager of Service Management Operations and involves coordinating with client executives and internal teams to ensure successful service outcomes.

The position requires strong communication, multi-tasking, and the ability to work flexible hours, including off-hours.