Service Desk AnalystYempo

We have an exciting opportunity available for a Service Desk Analyst to serve our client based in Sydney, Australia. The role is responsible for delivering an exceptional experience to customers in all interactions to increase the productivity of and collaboration among the members port community.
The role will initially report during the day shift and will transition to bi-monthly alternating day and night shifts once fully trained. You will be working from home (WFH) over the duration of the quarantine until we are ready to move back to our Makati office. You must be WFH-capable with a strong internet connection.
When you join Yempo, you'll receive the following fantastic benefits:
Highly competitive salary - paid weekly!
HMO enrollment on commencement
HMO dependent added for each year of service
20 vacation days and 7 sick days per year
Annual performance bonus and incentives
Annual salary reviews and increases
Free cooked rice, snacks, and hot drinks
Company polo shirts
Bright and cheerful, open-plan work environment
Working with prestigious clients, and highly professional and friendly co-workers
Our Client
In this position you will be assigned to our client, a Sydney-based developing global company providing port logistics solutions and a world leader in innovative solutions for the global port community. They develop and maintain a suite of tailored and integrated products to help streamline operations, enhance efficiency, and optimize productivity throughout the supply chain.
Their customers include shipping lines, port and terminal operators, freight forwarders, customs brokers, third-party logistics providers, trucking companies, rail operators, importers, and exporters.
They are passionate about people like you! They take time to hire the right people, invest in their development and growth, offer opportunities for career advancement, and understand the importance of creating an engaging and fun work environment. They are a values-driven organization that understands that all good relationships are based on mutual respect and understanding.
Your Responsibilities
In this role, you are expected to:
Provide sincere, friendly, and helpful first point of contact support for customers in a 24/7 environment;
Provide support including answering telephone inquiries, responding to email inquiries, and supporting staff with detailed advice where required;
Maintain service excellence and customer satisfaction standards in all interactions with stakeholders with sincerity and integrity;
Build and maintain an open dialogue with key stakeholders;
Respond and determine the triage of customer service queries and transactions;
Produce work of a high standard in a busy environment, assessing priorities and working quickly and accurately;
Build and maintain positive and effective team relationships by making positive contributions to the team's success; and
Demonstrate experience in working in a team environment to achieve organizational outcomes.
Technical Aptitude
Replicate application bugs and recommend fixes; follow up with other departments via our case management system
Provide sufficient technical analysis to identify root causes and resolution
Team Player
Adhere to individual, team, and department KPI's that are set by management
Maintain clear and effective communication between peers, customers, and management
Other duties as directed from time to time
Your Background
To qualify for this role, you must have:
Experience in conflict resolution at both a customer and internal level
More than 1 year of demonstrated experience in a similar role, preferably in a 24x7 environment
Spanish speaking experience, preferably
Desired skills must include:
Experience working in customer service positions
Strong organization and relationship building skills
ITIL processes knowledge
Knowledge of the freight and logistics or supply chain industry
Yempo

Makati City, Metro Manila
Permanent
Full-time