DE021248-Portuguese Customer Service Analyst

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- PROJECT NAME: ISS Support Desk - Kellogg POSITION TITLE: Portuguese Customer Service Analyst WORK SETUP: Hybrid OVERALL PURPOSE: The SC Agent provides functional support for resolution of customer problems, requests and queries. Primary responsibilities are focused on customer contact or transaction processing. RESPONSIBILITIES: • Responsible for responding to language specific transactions • 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. • Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention • Develops and maintains knowledge of customer and 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-role training and classroom training • Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings • Develops and maintains knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures • May perform follow up on incidents with customer to ensure customer satisfaction • May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement • May be assigned to other tasks as required by Agile" • Follow up on incidents with customer to ensure customer satisfaction • Assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement • May act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead • May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction • May take accountability for effectively handling senior level escalations or customer complaints received via various sources OTHERS: Project Shift Schedule: Night Shift Project Rest Day: Weekends Off Project/Team Location: Mandaluyong Robinsons Cybergate Tower 2