Service Desk Officer

Outsourced Global Staff; Philippines; Remote; PHP 391,000 - 614,000; Full time

Job summary

Outsourced.ph, a leading Philippines offshore outsourcing company, seeks a Service Desk Officer for a full-time role. The officer will manage client relationships across service delivery, ensuring high customer satisfaction and effective liaison with operations teams.

The position requires project management and extensive customer service experience, with a commitment to a remote home-based work setup and flexible hours to accommodate client needs.

Qualifications

• 2+ years of project management experience or equivalent.
• 4+ years of customer service experience.
• Strong customer management, written and verbal communication skills.
• Must be able to communicate effectively with all levels of personnel.
• Able to organize and schedule work effectively under time constraints.
• Able to manage multiple, complex accounts.
• Willingness to work flexible hours and handle changing priorities.

Responsibilities

• Establish and maintain professional contact with executives and customer resources within assigned accounts.
• Proactively manage relationships and ensure high customer satisfaction across service delivery.
• Maintain relationships with Managed Services management to ensure service availability.
• Act as primary liaison between client staff and Operations Center Management; manage escalations.
• Provide Pre-Sales support for new services and engagements.
• Create and manage detailed project plans for implementations/migrations.
• Own and deliver assigned client engagements successfully.
• Hold client meetings to develop new opportunities and services.

Skills

Project management

Customer service

Communication skills

Organization and scheduling

Problem solving under pressure

Multitasking across accounts

Education

College degree or equivalent

Job description

Service Desk Officer
Full Time Consultant

Job Summary

Reporting to the Manager of Service Management Operations, the Service Officer is responsible for proactively managing relationships with assigned clients, and providing the highest level of customer satisfaction of all aspects of service delivery.

Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

Essential Responsibilities and Accountabilities

• Establish and maintain effective, friendly, and professional contact with appropriate executives and customer resources within assigned accounts
• Responsible for proactively managing relationships with assigned clients, and providing the highest level of customer satisfaction for all aspects of service delivery
• Maintain effective working relationships with Managed Services management and staff at all levels to ensure the availability of services and focus on meeting customer needs
• Act as primary liaison between client staff and Operation Center Management and staff; managing escalations from clients
• Provide Pre-Sales support for new services and/or engagements.
• Create, and manage detailed project plans for implementations / migrations.
• Ownership and accountability for the successful delivery of assigned client engagements
• Hold ongoing client meetings to maintain working relationship with customer's Account team to develop new opportunities and services
• Schedule resources for client activities with input from engineering managers
• Identify, diagnose and communicate chronic issues with services and service delivery
• Facilitate service delivery meetings (recurring and adhoc), in which recommendations and findings from engineering reviews are discussed.
• Special Projects as assigned
• Anticipates potential problems associated with client activity or service level trends.
• Understand organizational resources, priorities, needs and policies and anticipate potential problems associated with client activity or service level trends.
• The incumbent may be asked to perform other duties as apparent or assigned.

Job Specifications - Knowledge & Skills

• 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.
• Must be able to communicate effectively and tactfully with all levels of personnel, both verbally and in writing. Must be attentive to detail and understand written and verbal instructions.
• Must be able to organize and schedule work effectively and work well under time constraints.
• Ability to manage multiple, complex accounts
• Must be able to work flexible hours, including hours beyond the normal schedule when necessary
• Must be able to handle multiple tasks with changing priorities, communicating changes in scope and schedule to all parties concerned.
• Ability to work effectively and closely with all levels of management within and across the organization.
• Must be able to maintain confidentiality
• Must be able to work independently in the delivery and maintaining of services.
• Enjoys a challenging yet rewarding environment.

Working Conditions / Environment & Physical Demands

• Required to work in an office environment with moderate noise and moderate temperatures.
• Incumbent may be asked to perform other duties as required.
• Sit for long periods of time.
• May be required to work off-hours, weekend & holidays as needed.
• Ability to handle multiple concurrent issues and remain calm under high pressure situations.
• High Pace; High Impact, and Highly Demanding
• Punctuality is critical; must make meetings and deliverables on-time

Work Arrangement: Homebased
Work Schedule: Monday-Friday, 10PM to 7AM Manila time
Must Have at least 20mbps internet connection

Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.