Service Delivery Ops Specialist

Recruitify_HR; Taguig; On-site; PHP 360,000 - 540,000; Full time

Benefits offered by this job

Relocation assistance

Job summary

A recruitment firm is seeking a Multilingual Service Desk Analyst based in Taguig. The role requires expertise in technical support with at least 2 years of experience, proficiency in the Polish language, and strong customer service skills. Candidates must be immediate joiners and can be Filipino or eligible foreign nationals. The position involves resolving customer inquiries, producing quality results, and adhering to metrics for service standards. Relocation assistance is provided.

Qualifications

• Must have at least 2 years of experience in Technical Support.
• Fluent in Polish (C1 level) preferred.
• Must be an immediate joiner.
• Endorse native speakers or non-native with C1 level proficiency.
• Open to candidates from different countries willing to relocate.
• Onsite location in Taguig or Ortigas; immediate joiner.

Responsibilities

• Resolve customer issues effectively and efficiently.
• Respond to inquiries via phone and email professionally.
• Maintain quality standards in line with metrics.
• Produce quality work and results; ensure fast and accurate turnaround.
• Escalate issues through proper channels and procedures as needed.
• Develop mastery of all tools and stay updated on products and policies.
• Attend scheduled shifts and adhere to breaks and attendance rules.
• Provide timely feedback to management on issues and improvements.
• Submit necessary service delivery reports and participate in meetings.

Skills

Customer service skills

Problem-solving skills

Technical thinking

Proficiency in Polish

Onsite work

Multilingual

Education

Vocational Diploma, Short Course Certificate, or Bachelors/College Degree

Short Course Certificate

Undergraduate

Bachelor's degree

Job description

Requirements, Qualifications And Responsibilities

• With or Without Service Desk Experience.
• At least 2 years of experience in Technical Support.
• Can speak, read, and write in the Polish Language.
• Candidates must be Filipino citizens permanently residing in the Philippines or native foreign nationals with valid PRV/TRV and current residence in the Philippines.
• At least a Vocational Diploma, Short Course Certificate, Undergraduate, or Bachelors/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.
• Advise 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.