Customer Service Specialist

Job Description

Hi All, Exp - 2 to 4 years Pune Kharadi Location Shift time - 5pm to 2am (Home Pick & Drop) Good communication skills required. What youll do on a typical day: Answers general questions regarding portal navigation, HR applications use, and HR/Payroll policies and procedures. Demonstrate excellent customer service according to established call quality standards and management direction. Execute transactions (e.g., transfer, address change, voluntary separation, work schedule change, other personnel data changes) as assigned according to proper procedure, policy, and direction. Probe to understand customer needs for requests that are out of scope. Edit, route, resolve, and/or close cases according to established case quality standards and management direction. Ensure complete and accurate documentation of all customer requests in the case management tool. Demonstrated ability to de-escalate customer issue/scenarios. Appropriately communicate new call topics, trends or unusually high demand. Seek guidance as needed or directed from Senior CSAs, supervisors, or managers to assure that customer calls and cases are handled appropriately. Transfer or escalate more complex, critical, and/or confidential inquiries/requests to management or Tier 2 Human Resources Shared Service Center teams as appropriate. Consistently meet all customer satisfaction and productivity standards. What you need to succeed at XPO: At a minimum, youll need: 1-year related experience Experience with Microsoft Office products such as Word, PowerPoint and Excel. Itd be great if you also have: Associates or bachelors degree in Business, Human Resources or similar field. 3+ years related experience Experience with HRIS systems such as SuccessFactors Be part of something big.