Senior Lead Customer Support Representative
Makati, NCR (Manila), PH
11d ago

Responsibilities for this position may include but are not limited to :

  • First point of contact for Senior Leaders at HR Shared Services for HR inquiries, including inquiries on HR core and enabling technologies (Workday and ServiceNow).
  • Escalate to Functional Specialists, as needed.

  • While not attending to senior leaders’ inquiries, handle and manage all HRSS service catalog inquiries received through all channels (telephone, chat, portal, email, fax or postal mail).
  • Leverage procedures, policy manuals, knowledge databases, other reference materials, etc. to respond and resolve employees’ and managers’ inquiries.
  • Provide excellent customer service to HR customers.
  • Promote the use of HR self-service tools by educating employees and managers on how to use the tools efficiently.
  • Utilize ServiceNow to manage a case’ life cycle.
  • Document employee inquiries, issues, and transactions in ServiceNow as required.
  • Review dashboards to ensure adherence to SLAs and performance metrics.
  • Investigate more complex inquiries and ensure resolution or escalation as needed.
  • Identify and report trends and opportunity areas to increase efficiency and customer satisfaction.
  • Required Qualifications :

  • Bachelor’s degree graduate, preferably in Human Resources, Business or related field
  • At least 5 years of customer service experience in a BPO or call center industry
  • High level of customer service orientation
  • Strong analytical and problem-solving skills
  • Can effectively partner with stakeholders at various levels within the organization to drive results
  • Strong oral and written communications and interpersonal skills
  • Good facilitator and presenter
  • Proficient in MS Office applications
  • Open to night shift and shifting work schedule, work on holidays
  • Experience with Workday and ServiceNow is an advantage
  • Apply
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