Experience Inc. Jobs

Service Experience Center | English - 2407018110W

Description

Service Experience Center Generalist

The Service Experience Center Generalist will work to resolve global employee inquiries, concerns and issues regarding HR and Payroll processes through phone, email, web-form, and chat; delivering exceptional and consistent service to our Kenvuers.

This position reports into Service Experience Lead and is based at Bogota, Colombia.

What You Will Do

The Service Experience Center Generalist will work to resolve global employee inquiries, concerns and issues regarding HR and Payroll processes through phone, email, web-form, and chat. This person works to meet all expected service levels and business performance goals, providing a full range of services.

Key Responsibilities

• Provide outstanding customer service by responding to employee inquiries promptly, professionally, and accurately through phone calls, emails, web-form and chat.

• Assist and encourage users/employees to make effective use of self-service options, systems, products, and services to drive rapid resolution and empower customers. Educate and inform employees of the full range of services available to them, promoting self-service as an efficient and convenient way to meet their needs.

• Effectively diagnose and troubleshoot issues, identify the root cause, and provide appropriate solutions. Escalate complex problems to higher-level support teams when necessary, ensuring timely resolution.

• Apply strong problem-solving skills to analyze complex customer issues, evaluate available resources, and propose creative solutions to meet employee needs, in accordance with standard operating procedures.

• Demonstrate proficiency in utilizing digital tools, platforms, and systems to deliver exceptional customer service and navigate various online resources effectively. Utilize case management systems and telephony tools to access customer information, log interactions, and efficiently address inquiries.

• Communicate with customers in a clear, concise, and empathetic manner, adapting your communication style to meet the needs and preferences of each employee.

• Actively participate in process improvement initiatives by identifying areas for optimization, suggesting improvements, and implementing best practices to enhance the overall employee experience.

• Adhere to quality standards and guidelines to ensure the delivery of accurate and high-quality customer service. Participate in quality monitoring programs and take corrective actions to address areas of improvement.

• Contribute to the development and maintenance of knowledge base articles, process documentation, and standard operating procedures.

Qualifications

What We Are Looking For

Required Qualifications

• Strong preference will be given for multi-lingual speakers including English, Chinese, Japanese, Spanish, Portuguese, German, French, Italian, etc.

• A genuine passion for providing exceptional customer service and unwavering commitment to customer satisfaction.

• 2-3 years of experience in Shared Services or Customer Service role or equivalent experience

• Ability to empathize with customers, actively listen to their concerns, and maintain patience and composure during challenging interactions.

• Proven ability to analyze problems, think critically, and propose effective solutions while maintaining composure in high-pressure situations. Strong organizational skills, meticulous attention to detail, and a determined approach to resolving any outstanding issues.

• Exceptional written and verbal communication skills, exhibiting professionalism in internal and external communications. Possesses an excellent telephone manner and effectively communicates with clarity, conciseness, and professionalism.

• Demonstrates trustworthiness and discretion in securing and maintaining confidential information. Exhibits professionalism and exercises sound judgment.

• Flexibility to adapt to changing support requirements and willingness to acquire new skills and knowledge.

• Willingness to work in a shift-based schedule, including evenings, weekends, and holidays, to ensure comprehensive coverage in a 24/5 contact center environment.

Desired Qualifications

• Experience in a shared services organization or Customer Service role or equivalent experience (e.g. HR, Finance, Procurement, or Contact Center).

• Experience with service center technologies (ServiceNow, Genesys Cloud etc) and processes (e.g. Onboarding, Benefits, Exit, Data Management and other HR and Payroll inquiries).

Primary Location Latin America-Colombia-Distrito Capital de Bogotá-Bogotá

Job Function Finance

Req ID: 2407018110W