This position is the first point of contact and is responsible for the resolution of employee and manager inquiries and requests that are escalated via phone, email, chat, the HR portal, or other access channels.
This person must provide exceptional customer service to OneSource HR customers. Leveraging tools such as case management and knowledge documents to respond to and track employee and manager inquiries, working to agreed SLAs which provide data and information as to the effectiveness of the services provided.
Acts as the first point of contact responsible for the accurate resolution of employee and manager inquiries and requests that are escalated via phone, email, chat, the HR portal, or other access channels.
Helps customers navigate through Tier 0 (self -service) materials and functionality.
Seeks rapid and efficient resolution of 'How To' questions using scripts, FAQ's, and desk top procedures without deviation, promptly resolving upon first call / contact.
Accurate management of cases within the case management tool
Understands scope of services and escalates items to others as defined. Investigates requests which cannot be resolved by analyzing the nature of the request and routing to appropriate internal or external group for support.
Abides by documented Quality guidelines when handling customer calls.
Uses professional and customer-focused approach to handle customer inquiries. Ensures client privacy where appropriate, including confidentiality and protection of sensitive client reports or information.
Ensures quality customer experience by communicating empathy to de-escalate difficult situations.
Demonstrates excellent written communication skills including proper grammar and correct sentence structure to document cases in the case management system and communicate with customers and employees.
Uses excellent verbal communication including proper grammar, tone, and a clear speaking voice to ensure solid communication with the customer via phone.
Advanced command of English and at least one written and verbal local language
Excellent customer service focus and manner
Excellent verbal and written communication skills
Ability to work well in a team environment, seeking the ideas of others and valuing differing perspectives
Ability to solve problems in a timely manner and take initiative to make processes and programs better
Ability to learn new systems
Previous customer service experience preferred
Experience in Excel and Word and strong working knowledge of Oracle HRIS system preferred.
Excellent organizational skills
Ability to handle multiple requests in a timely manner
General analytical and problem solving skills
Strong interpersonal and listening skills
Ability to deal with ambiguity
Ability to handle confidential information
Ability to identify when data-related issues need to be escalated
Ability to work with diverse people
Ability to maintain objectivity under pressure
Language skills preferred (e.g. English, Spanish, Portuguese, French)