Position Snapshot
Position Summary
- Maintain positive relationship by building trust and illustrating reliability in all dealings with both internal and external stakeholders.
- Deliver positive end-user experience by providing accurate, complete, and timely solutions to Employees and Third Party contacts as guided by the standard Contact Centre model and in accordancewith agreed Service Level Agreements.
- Ensure Contact Centre coverage by optimizing productivity to achieve Service Level Agreement (SLA) targets.
- Support Total Service Quality levels to the stakeholders, adhering to E2E standardization.
A day in the life of...
- Execute the standard support model for both telephonic and non-telephonic contacts through a one face to the customer approach.
- Expertise in Hire to Retire streams such as CSO, E&G, ELC, M&E to be able to efficiently handle inquiries and complaints of in-scope markets.
- Exhibit proficiency in providing support on Full H2R E2E, Navigational, Procedural, Policy/Guidelines, Referral/Contacts, General Overview, Request Processing, Request Tracking for all activities that are in scope for Contact Centre as defined in the GlobalContact Centre Service Catalogue.
to be able to efficiently handle inquiries and complaints of in-scope markets.
- Exhibit knowledge in providing support on H2R and/or T&E activities that are defined as minimum scope in the Global Contact CentreService Catalogue to be able to efficiently handle inquiries and complaints of in-scope markets.
- Dispatch inquiry to the appropriate Subject Matter Expert congruent with the standard Contact Center Tiering Methodology.
- Ensure accountability of resolution feedback for dispatched inquiries.
- Perform timely delivery of all operational activities related to the Contact Centre using the Contact Centre Support Model for all service lines within the service delivery framework of H2R.
- Provide inputs to manage risks, issues, escalations, and changes in a cost-effective and timely manner.
- Rotate across different markets within the Contact Centre due to business needs, to promote a robust back up systemand maintain cross functional skill set of the Contact Centre team.
- Provide correct, complete, and timely solutions to inquiries received from Employees and Third Party contacts using the Case Management tool.
- Deliver value-adding solutions to Employees and Third Party contacts through the end-to-end case management approach.
- Accomplish other duties as determined by business needs.
- Provide support in the generation and publication of all relevant reports and analytics, as needed.
- Contribute to Continuous Improvements programs and standardization of processes across all markets in scope, whenever possible.
- Be a catalyst of process improvement opportunities of in-scope market to reduce, if not eliminate, dependency of cases to higher Tier Levels.
- Participate in relevant joint priority projects or initiatives with and for the in-scope markets.
- Actively participate in training and other learning opportunities to expand knowledge of processes across all markets in scope.
- Continuously participate in developing and implementing innovative Contact Centre solutions.
- Review and update of Contact Center FAQs and other relevant reference materials.
What will make you successful
- Background in a shared service company, preferably on H2R process
- At least one (1) year solid inbound Contact Center experience with expertise in issueresolution and complaint handling.
- Proven ability to work and multi-task under pressure, respond quickly to changing
situations in complex environments, prepare responses quickly and clearly.
- Excellent relationship-building capabilities and stakeholder management skills.
- Illustrate strong service orientation & exceptional commitment to deliver quality service.
- Demonstrate excellent organizational skills, with an ability to prioritize urgent tasks.
- Strong time-management and multi-tasking skill.
- High degree of accuracy in executing work
- System and process-oriented.
- Able to handle highly sensitive HR and Payroll information in a confidential and professional manner.
- Capable to work well independently and in a team environment.
- Illustrate critical decision-making skill.
- Creative problem-solving skill.
- Strong comprehension and interpersonal communication skills.
- Active listening skills.
- Must have a strong command of English and Thai both oral and written.
**Benefits**:
Position Snapshot
Position Summary
- Maintain positive relationship by building trust and illustrating reliability in all dealings with both internal and external stakeholders.
- Deliver positive end-user experience by providing accurate, complet