Essential Duties and Responsibilities:
- Receive inbound inquiries via multiple channels (Phone, Chat, Web and other digital intake channels), for multiple functions (Human Resources, Procurement, Payroll), for multiple regions (ASPAC, EMEA, NA, LATAM), understand and clarify the need, investigate, answer the inquiries and assist in the resolution of concerns.
- Access enabling technology to complete client inquiries and transactions.
- Fully document all cases in case management application.
- Work with complex cases within the team or escalate to higher tier for resolution or contact with third party vendors as appropriate in order to uphold effective and timely resolution.
Qualifications:
- Demonstrates customer orientation and excellent customer service skills
- Basic understanding of business, financial and organizational factors in relation to HR activities
- Demonstrated understanding how work and local activities integrate with other HR functional work and in alignment with HR standards.
- Strong organization skills, attention to detail and follow through to resolve any outstanding issues
- Strong written and verbal communication skills; manages internal communications and external/client communications with detailed support and assistance
- Experience with tools to report data, track and analyze trends and CRM (SalesForce/Service Now preferred)
- Deliver exceptional service through tools and processes; experience suggesting areas for improvement on to support continuous improvement efforts
Educational Attainment: Bachelor's Degree
Work Schedule: Mid Shift
Work Arrangement: Hybrid Set-up
Work Location: Taguig City
