About this role
CPS Contact Center Senior Specialist This role is primarily accountable in managing and resolving employee & external requests and queries related to Human Resources via variety of channels (chat, email, and outbound call) within the defined service standards.
Senior Specialist/Process SME Responsibilities: • Green service support • Peer coaching • Performance monitoring support • Process documentation support • Quality audits • Data reporting and analysis • Project monitoring support • Customer and stakeholder management • New hire training • Process / country point-of-contact • Pillar engagement
BAU Responsibilities: • Promptly and accurately handle people services requests at initial point of contact • Proactively report any trends on employee concerns / requests • Identify and coordinate exceptions, provide recommendation and triage to appropriate resources or groups • Provide education to employees on the self-service tools and guides of HR • Proactively take part in building a collaborative team and good client working relationships • Deliver excellent customer experience and quality service • Keep current with HR policies, procedures, programs and systems • Meet accuracy and service excellence SLAs and metrics • Liase with HR Partners to resolve employee concerns, if necessary • Perform warm transfers to other non-HR groups, if necessary
Key Capabilities/Experience: • College graduate • Customer service skills and background (with HR background is a plus) • Analytical and problem-solving skills • Ability to build positive relationship at work and with customers • Able to represent the ING core values and way of working • Commitment to achieving high levels of service excellence and able to work independently or within a team or under minimal supervision • Good knowledge on customer service best practices, concepts, and procedures
Minimum Qualifications: • Excellent communication skills (verbal and written) in English • Analytical and problem-solving skills • Highly organized and able to prioritize in a fast-paced and multi-tasking environment • High attention to details • Resourceful • Working knowledge on the use of Service Now and Workday is a plus
Challenges: • Manage highly confidential information in a professional manner • Ability to deal with various customers in terms of rank and behavior. • Able to deliver difficult messages • Able to carry out confidence during uncertainties / unfamiliar expectations • Good time management to handle fast paced, multi-tasking and number driven work environment • Quick to adapt and learn while meeting service delivery expectations