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Service Desk Agent with Polish

Bucharest Job No. r00225418 Full-time - Remote

Job Description

Key Responsibilities

  • Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation.
  • Performs customer request/problem identification and follows defined procedures to resolve correctly.
  • Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution.
  • Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention.
  • Develops and maintains knowledge of customer specific business environment. Develops and maintains an understanding of customer Service Level Agreements and department’s/product’s key performance requirements.
  • Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-job training and classroom training.

Qualifications

Requirements

  • Customer Interaction Handling
  • Problem Solving & Escalation Management
  • Data Quality
  • Service Level Agreement understanding/handling
  • Organization skills, attention to detail and follow through to resolve any outstanding issues
  • Good technical aptitude with an ability to learn quickly
  • Fluent in Polish language
  • Upper Intermediate English level
  • Time management and administrative skills
  • Written and verbal communication skills: manages internal communications and external/client communications
  • Discretion, professionalism, confidentiality and critical judgment
  • Computer literacy and working knowledge of Microsoft Office
  • Ability to operate office equipment (printer, phone, photocopier, etc.)
  • Team player with interpersonal and conflict management skills
  • Self-Motivated, positive attitude and approach.
  • Flexibility to take on additional responsibility and tasks when required.

What we offer

  • Home working and flexible working hours
  • Benefits packages (employee discounts and rewards, healthcare program, insurance, cafeteria, language bonus, etc.)
  • Training packages in various technologies with certifications, language courses
  • Over-time work and on-call compensation
  • International teams and multilingual environment

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