Responsible for providing direct tier one services to customers including employees, managers, HR professionals, and 3rd party vendors via telephone and email
Job Summary
Responsible for providing direct tier one services to customers including employees, managers, HR professionals, and 3rd party vendors via telephone and email.
Strictly follows established processes for case management and issue resolution, including logging and documenting all inquiries into the case management tool.
Developing and recommending process improvements necessary for operational efficiencies and service excellence to drive quality, speed, and safety.
Matching Summary
Responsible for providing direct tier one services to customers including employees, managers, HR professionals, and 3rd party vendors via telephone and email.
Skills & Requirements
Must-have
Tier 1 customer support
Inbound call handling
Case management system
HRIS administration transactions
Process adherence and documentation
Nice-to-have
Continuous process improvement
Cross-functional collaboration
Customer experience excellence
Conflict resolution skills
Working with multinational teams
Key Requirements
Bachelor’s Degree in Human Resources, Business Administration, or related field
2 years experience in inbound call-handling in a BPO/Shared Services
Experience with customer support and escalations
Willingness to work hybrid on night shift
Proficiency in MS Word, PowerPoint, Excel, Windows