Cps Contact Center Specialist

ING

Virtual agent response adherence
Hr support resolutions
Triaging transactions to tier 2
Responds to chats through the virtual agent capability and ensures adherence to response and resolution timeliness

Job Summary

  • Responds to chats through the virtual agent capability and ensures adherence to response and resolution timeliness.
  • Provides advice to HR-related matters covering all bases of HR support resolutions and triages transactions to Tier 2 accurately and timely.
  • Actively raises risk concerns and reports near-misses or valid data breaches on a timely manner.

Matching Summary

Responds to chats through the virtual agent capability and ensures adherence to response and resolution timeliness.

Skills & Requirements

Must-have

  • Virtual agent response adherence
  • HR support resolutions
  • Triaging transactions to Tier 2
  • Risk management of escalations
  • Updating knowledge base real-time

Nice-to-have

  • Improving Chatbot flows
  • Strengthening service knowledge
  • Developing future-ready skills
  • Proactive client relationship building

Key Requirements

  • Ownership and accountability
  • Problem solving skills

Work Rights

Not specified

Tailored Resume

Cover Letter