Associate, People Operations
Pavas, CR
hace 3 días
  • 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 behaviours 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
  • Skills & Qualifications

  • Customer service experience in a similar environment
  • Effective operational language proficiency or advanced English Level
  • Advanced language proficiency in assigned Country specific responsibilities.
  • Well-developed planning and organizational skills, with a proven ability to prioritize tasks and effectively manage your workload
  • Computer literate (Microsoft Office Suite and ability to learn other technology systems)
  • Excellent customer service skills
  • Excellent Oral and written communication
  • Well-developed problem-solving skills, with the ability to construct, document and communicate answers to questions.
  • Ability to manage multiple tasks
  • Consistent past performance on meeting SLAs and targets
  • Minimum high school / GED or regional / country equivalence
  • Behavioral Competencies

  • Entrepreneurial in Action
  • Be Agile, Be Adaptive
  • Be Great Together
  • Build Character, Grow People
  • Connect and Care
  • Dare to Imagine
  • Solution Mindset
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