Job Detail

Minimum 2 years of experience in handling international customers through Voice/Semi-Voice especially UK based customer interactions.

In this role your key responsibilities will be:

·        Manage assigned case workload according to priority

·        Provide complex advice and guidance and/or solutions via phone, chat and case logging system/remote access tool

·        Investigate, diagnose, and apply corrective action and/or use troubleshooting techniques to identify solutions / workarounds for reporting / application issues

·        Identify and replicate reporting defects, provide documented steps and flag to the HR Senior Champion for notification to Engineering

·        Identify opportunities for case deflection including trend analysis, creation of knowledge articles and potential product enhancements

·        Resolve cases within published Service Level Targets

·        Adhere to all Support procedures and quality standards

·        Always provide a positive customer experience to ensure customer satisfaction

·        Contribute towards team goals and objectives

·        Maintain accurate information within our systems 

·        Provide advice and guidance via chat tool and aim to provide solution at first contact. Where not possible raise case on behalf of the customer. Once proficient in the reporting tools you will join the Chat rota.

Essential Skills:

·        Recent experience of supporting / using HR software applications or similar in a Help Desk role

·        Experience in one or more of the following: Customer Service, HR legislation

·        Proven analytical and problem-solving skills

·        Excel in customer service

·        Excellent written and verbal communication skills

·        Able to work independently, manage your own time and priorities, giving urgency when needed

·        Able to multi-task, manage a diverse workload

·        Self-motivated and resilient

·        Well organised with an attention to detail

·        Positive and flexible attitude to work

·        Ability to work under pressure and to tight deadlines

·        Ability to work with cross-functional teams

·        Ability to learn using all available resources and retain knowledge effectively