Associate, People Solutions Center

Job Title:

Associate, People Solutions Center

Job Description

• Professionally manage multiple communication channels to engage with and resolve staff queries and concerns (Phone – Chat – E-mail).
• Focus on first time resolution, not directing employees to other functions but providing a high level of customer service and support
• Know how to quickly search and find data / knowledge from the various information systems as required in pursuit query / concern resolution.
• Answer all queries via the employee initiated / preferred communication channel to an exceptionally high standard, ensuring all enquiries are accurately logged and traceable in the relevant help desk system.
• Maintaining excellent standards of integrity, professionalism and confidentiality at all times, challenging those whose behaviors are not reflective of Concentrix culture and values
• Maintain strong relationships with PSBPs and PS COEs within your realm of responsibility
• Facilitate timely and effective resolution of the concern or query in collaboration with other SMEs as necessary and stay connected with the escalation until resolution has been confirmed.
• Facilitate the creation of a case if the employee has not already done so, where appropriate
• Identify policy and training gaps in the business from queries received and recognize opportunities for innovation within the PSC and beyond, focusing on continuous improvement solutions.
• Responsible for proactively identifying and reporting gaps in the quality and accuracy of the PSC Knowledge Management Tool.
• Understand the weekly and monthly PSC reports.
• Required to take phone calls in English.

Location:

COL Medellin - Aventura - Carrera 52 # 65-91 Oficina 0740

Language Requirements:

English

Time Type:

Full time