Customer Service Associate

Job Description

Skill required: Customer Relationship Management (CRM) - Business Insights Designation: Customer Service Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years What would you do? Customer Support & Inquiry Resolution:oProvide Tier 1 support for employee payroll-related inquiries via ServiceNow (in written).oResolve basic Frequently Asked Questions concerning payslips, deductions, tax codes, benefits, pay & tax documents, etcoAddress payroll discrepancies, ensuring accurate and timely resolution while upholding high customer satisfaction standards. What are we looking for? 1. Exceptional written and verbal communication skills with the ability to explain complex issues clearly in French language.2. Problem-Solving & Analytical Skills3. Previous experience in customer service or a related field4. Proficiency in French at a B2/C1 level or higher, with the ability to read, understand, and write clear and professional communicationStakeholder Management Customer Relationship Management Collaboration Continuous Improvement mindset Effective Written and Verbal Communication skills Flexibility Issue Management Roles and Responsibilities: CRM System Management:oUtilize CRM support portal (ServiceNow) to log, track, and manage employee's issues, ensuring proper documentation of all interactions.oMonitor and maintain the CRM system to ensure it reflects accurate and up-to-date information. Documentation & Reporting:oAccurately document all customer interactions within the CRM system.oGenerate reports on key customer service metrics, including issue resolution, and overall satisfaction. Quality Assurance & Compliance:oEnsure adherence to company policies, payroll regulations, and best practices in every employee's interaction. Training will be provided.oParticipate in process improvement initiatives and enhance service delivery. Collaboration & Escalation:oCollaborate with the onshore Tier 2 French payroll support teams and other relevant departments to address complex issues. These communications will be mainly verbal and in French language.oReaddress complex issues to Tier 2 French payroll support teams and escalate high-priority issues (i.e:no pay or pay discrepancies) to the Tier 3 French Support team to ensure timely and effective resolution. Qualifications Any Graduation