Customer Service

Hi Pals,

we have a position for Customer Service at San Antonio,TX(Onsite)

Title:Customer Service - Customer Service/Call Center Representative II
Duration: 11 Months+
Base Location-San Antonio TX US - Client Office
Job Title: Customer Service - Customer Service/Call Center Representative II

Job Description: 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, 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

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