JOB DESCRIPTION
- Provide high quality and timely customer service, ensuring all requests are fully understood. For queries not handled by the service center (eg 3rd parties ) redirect callers with courtesy and professionalism
- Work within the SLA and keep the customer informed of expected completion date, including when the item is escalated for action
- Accurate collection of case details and employee data
- Provide general information to target audience on policies and procedures, and answer questions based on FAQs
- Provide feedback and propose improvements to Knowledge Base (KB) Snr Specialist to ensure employee KB is accurate, relevant, accessible and easy to understand
- Record and track cases in the case management system, assign severity and follow through to ensure each case is resolved and SLAs can be measured and improved
- Collaborate with other HTR Service Specialists (tier 2) to solve more complex queries or work on requests
REQUIREMENTS
Education
- High school diploma required. Technical Degree in Business, Organizational behavior, HR or related field preferred
Skills & Experience
- 2-3 years general work experience
- Strong customer service-orientation
- Experience in working in a shared service organization
- Experienced in working with case management systems
- Sound knowledge in employee related topics of specific country/cluster of a country
- Excellent active listening skills
- Outstanding ability to ask questions based on end user scenario
- Sound judgment skills to respond to all types of employee related questions
- Ability to multi-task and manage fluctuating workload
- Attention to detail
- Sense of urgency
- Fluent in English, French preferred.
- High operational excellence
- Ability to work in team environment
