Contact Center Senior Specialist

3 weeks ago

Makati City, Philippines John Clements Consultants, Inc. Full time

Job Title: Contact Center Senior Specialist

Employment Type: Full-Time

Job Location: Makati

Job Type: Permanent



Contact Center Senior Specialist
This role is primarily accountable in managing and resolving employee & external requests and queries related to Human Resources via variety of channels (chat, email, and outbound call) within the defined service standards. This role will primarily support Philippines for BAU, while supporting Philippines, Australia and WB Asia as a Subject-Matter-Expert:

Key Responsibilities:

Subject Matter Expert Responsibilities:
• Green service delivery
• Peer coaching
• Performance monitoring
• Process documentation maintenance
• Quality audits
• Data reporting and analysis
• Project management
• Customer and stakeholder management
• New hire training
• Process point-of-contact
• Pillar engagement

BAU Responsibilities (Philippines Support):
• Promptly and accurately handle people services requests at initial point of contact
• Proactively report any trends on employee concerns / requests
• Identify and coordinate exceptions, provide recommendation and triage to appropriate resources or groups
• Provide education to employees on the self-service tools and guides of HR
• Proactively take part in building a collaborative team and good client working relationships
• Deliver excellent customer experience and quality service
• Keep current with HR policies, procedures, programs and systems
• Meet accuracy and service excellence SLAs and metrics
• Liase with HR Partners to resolve employee concerns, if necessary
• Perform warm transfers to other non-HR groups, if necessary



What You Bring:
• Bachelor's Degree
• Customer service skills and background (with HR background is a plus)
• Analytical and problem-solving skills
• Ability to build positive relationship at work and with customers
• Able to represent the core values and way of working
• Commitment to achieving high levels of service excellence and able to work independently or within a team or under minimal supervision
• Good knowledge on customer service best practices, concepts, and procedures
• Highly organized and able to prioritize in a fast-paced and multi-tasking environment
• Working knowledge on the use of Service Now and Workday is a plus

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