Job Title:
Sr. Representative, People Solutions Center
Job Description
- Professionally manage multiple communication channels to engage with and resolve staff queries and concerns.
- 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.
- Identify and report trending issues that may have an impact on employees. (i.e. Holiday pay did not get paid out for many, PTO accruals did not get added)
- 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
Location:
THA Bangkok - Bhiraj Tower at Bitech, 15th Flr
Language Requirements:
Time Type:
Full time
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