Customer Service Specialist

Job Description

Skill required: Customer Operations - Non Voice - Service Desk Non-Voice Support Designation: Customer Service Specialist Qualifications: Any Graduation Years of Experience: 7 to 11 years What would you do? This Role involves deeper understanding of the Service Centre / Query Management teams & Leveraging expertise to solve specific problems pertaining to Comp & Benefits . Manages and leads a team of employees. Communicates company goals, safety practices, and deadlines to team. Motivates team members and assesses performance. Provides help to management, including hiring and training, and keeps management updated on team performance. Communicates concerns and policies among management and team members.Customer Operations - Voice - Help desk role - ticket resolution/Chat supportRecording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat. What are we looking for? "Essentials: Bachelor's degree (Any decipline)Desirable: HR Domain Certification Knowledge and experience of Success Factors Employee Central Module""Essentials : 6 - 7 years of industry experience 4+ years of Service Centre / Query Management experience 1+ years of team handling experience Experience of working on HCM system Client / stakeholder engagement in outsourcing environmentDesirable : Working knowledge of Success Factors - Employee Life Cycle processes New process transition Experience in HRO set up for multi- country support Roles and Responsibilities: "Delivery & Client management:Responsible for repeatable, predictable and measurable operations which includes but is not limited to the following: Ensure adherence to designed process Must have clear understanding of the existing metrics in the process, how they are measured and improvise the measurement system to make it more effective and transparent. Detailed understanding of Process metrics e.g. SLA, OLA, KPI. Liaise with Service Management Team on reporting performance measures to the Client. Plan, implement & monitor volume allocation strategies within teams / resources ensuring optimum workload for the team members for meeting timelines & accuracy levels as per defined standards Create & implement governance/review mechanism to monitor performance metrics and ensure compliance to defined process requirements. Ensure service measures & outcomes are met in accordance with the Service Level Agreement (SLA). Demonstrate strong customer service in all activities & lead by example Raise relevant quality and/ or scope issues which may impact delivery and streamlines decision-making processes where possible. Manage service issues & escalations via escalation process. Perform root cause analysis and suggest appropriate corrective & preventive actions for accurate & timely service delivery and satisfactory issue resolution Create a logical plan with realistic estimates and schedule for an activity or project segment. Ensure progress, issues and agreements are properly documented and acted upon. Develop & maintain an excellent relationship with internal and external clients and / or business partners to ensure achievement of business goals Ensure that Business Continuity and Disaster Recovery Plans are up to date and liaise with BCM Team and Local IT to ensure testing periodically. Subject Matter expertise / Training/Updates/ Quality/ documentation In-depth understanding of Employee & Org data Mgmt Processes ( New hire, exit, Job changes etc) Processes to meet Business requirements (e.g., timelines, quality, and costs) Acquires in depth knowledge, as required & support in Knowledge Transfer of any process Qualification Any Graduation