Customer Service - Customer Service​/Call Center Representative II

This is a hybrid role. Candidate needs to work onsite 3 days per week in San Antonio, TX In this role, you will be a part of the Customer Interaction team speaking to customers and answering their questions. You will also be assigned some payroll tasks.

Responsibilities

• Respond to employee queries - Tier 1 and Tier 2

• Resolving Tier 1 inquiries (email, phone, voicemail, chat, Service Now or other client systems used for case management)

• Triage and manage Tier 1 and Tier 2 cases accordingly

• Manage outbound communications with respect to associate queries

• Create and assign cases to Tier 2/ Tier 3 as required

• Resolve and research associate queries as required, inc. Annual Processes (i.e., annual compensation, open enrolment, etc.)

• Prioritize and manage concierge service requests

• Manage associate's documentation (store / retrieve / create) while maintaining quality control standards and confidentiality regarding sensitive documents

• Administration of inbound mail received for the shared services

• Follow quality requirements and act in compliance to local laws & regulations.

• Assist in leading improvements and providing trainings.

• Maintain process documentation and document templates

• Support content upload and updates on client portal (or its replacement), manage inquiries and access requests related to client portal (or its replacement).

• Review employee portal content - policy changes made by CoE, and Workday (or its replacement) guides to ensure updated and current content is reflected on employee portal

• Perform translation activities

• Hybrid Work Environment (3 days a week in the office) Future Work Environment could be 5 days a week in the office

• Support Payroll Audits, and Post Payroll administration, run Payroll Reports in English.

• Support Total Rewards in Spanish as required

• And all other duties as assigned

Qualifications we seek in you!

Minimum Qualifications

• Any graduate/postgraduate.

• Relevant experience in HRSS

• Excellent verbal, written, presentation, and interpersonal skills in Spanish.

Preferred Qualifications / Skills

• Workday

• Service Now

• SAP/ADP Payroll

• eTime