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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
