HR Contact Center Advisor

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

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