CUSTOMER SERVICE REPRESENTATIVE(Night Shift) - SBA

Duties and Responsibilities:

Handle day-to-day People Services calls, cases, and tasks from employees, customers, and other stakeholders.

Process cases from various channels (e.g., calls, emails) by prioritizing based on urgency and impact, ensuring timely and accurate resolutions.

Log and document inquiries in the case management system, refer complex cases to supervisors when needed, and ensure high-quality service.

Suggest process improvements to enhance efficiency and service quality.

Follow global service level agreements, corporate policies, and regulatory requirements while maintaining confidentiality.

Assist in handling complaints and escalate complex issues as necessary.

Knowledge and Experience Requirements:

Familiarity with HR systems like Workday, case management tools, knowledge bases, and reporting tools.

Strong written and verbal English communication skills.

BACHELOR'S DEGREE

At least 1 year of experience as a Junior Analyst in Shared Services or Contact Center environments (customer/technical support experience preferred).

Fresh graduates with strong communication skills may also apply.

Experience working with diverse, multicultural teams and in multinational organizations is preferred.

Key Skills and Competencies:

Customer-focused and results-driven.

Strong problem-solving, organizational, and communication skills.

High attention to quality, safety, and service excellence.

Integrity, adaptability, and a willingness to learn quickly.

Industries:Human Resources

Function: Others