Duration: 6 months possible extension
Location: Andover MA
HR Contact Center Advisor serves as the first point of contact for employees and managers to
provide self-service support and ensure accurate and effective transactions and
prompt inquiry resolution. Working virtually, they confirm service level agreements
are met and provide end-to-end customer support resulting in accurate and
efficient transactions / inquiry resolution and high levels of customer satisfaction.
Your Responsibilities
• Handle inquiries from first contact, registration, escalating and resolving queries in a professional and efficient manner through all available channels
• Support customers on HR Portal and other relevant on-line tools for completing transactions
• Provide transaction and administrative services related to in scope process
• Perform customer-related data gathering
• Escalate cases where guidance or clarification of policies and procedures is required
• Provide excellent customer service to all customers
• Work according to defined standards, including but not limited to CMS, FAQ management, and Contact Center WOW
• Utilize core phone responsibilities including probing, building report, effective listening and positive attitude
• Adhere to Global Data Privacy rules
• Complete all Global training requirements
• Actively identify improvements according to LEAN ways of working and participate in LEAN process improvement activities
• Act as a mentor to colleagues within the Contact Center
• Participate in training of new Contact Center Advisors
• Actively participate in all team/department meetings and activities
• Maintain positive attitude during workplace transitions
• Meet minimum standard productivity and KPI targets
We are looking for
• Must be fluent in Brazilian Portuguese both verbal and written.
• Bachelor's Degree preferred
• Call Center Experience preferred
• Verbal and Written Communication Skills are Particularly Important
• Experience with Benefits/Human Resources/Payroll Preferred
• Good Interpersonal Skills
• Work hours are between: 7:00 or 730 am-4:00 or 4:30 pm
• Ability to consistently deliver high quality customer service in a professional and efficient manner
• Knowledge of HR processes, systems and policies
• Ability to answer queries on own initiative by effective use and interpretation of relevant data /available information
• Able to work in a changing environment to meet demanding deadlines and timescales
Ability to work as part of a team or on own initiative