Service Desk 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

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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

Job Description

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.

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.

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 atleast 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.