Bilingual Customer Service Representative

Responsibilities

• Respond to employee queries - Tier 1 and Tier 2
• Resolving Tier 1 inquiries (email, phone, voicemail, chat, ServiceNow 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