MAU at Ceridian / Jobsxl

MAU
Full-time

at
Ceridian
in New York
(Published at 06-11-2019)

JOB SUMMARY

As a HRO/Dayforce Managed Customer Support Specialist, you will be responsible for handling inbound customer calls/emails in a fast paced, dynamic call centre environment from multiple queues. A Customer Care Representative will normally handle multiple high volume calls/emails assisting customers with complex questions relating to their benefits and/or payroll questions in a high-volume call centre.

SPECIFIC DUTIES AND RESPONSIBILITIES

(other duties maybe assigned)

  • Build rapport with customers by greeting them in a courteous, friendly, and professional manner using procedures learned during new-hire training
  • Use decision-support computer software programs to respond to common service questions and inquiries
  • Position entails a high amount of customer interaction over the phone
  • Ensure that customers understand the resolution and provide on-going education to customers
  • Listen attentively to customer needs and concerns; demonstrate empathy
  • Proficiently navigate computerized data entry systems or other relevant applications and document accurately all actions taken in a concise and timely manner

STANDARD DUTIES AND RESPONSIBILITIES

  • Achieve delivery of tasks in accordance with agreed schedules, procedures and standards
  • Meet or exceed process KPIs
  • Drive customer satisfaction by providing high quality of service
  • Execute corrective and preventive action plans
  • Record key delivery data for metrics purposes
  • Aim at becoming a Subject Matter Expert in process
  • Be an effective team player
  • Proactively highlight risks
  • Ensure that complaints are proactively escalated
  • Seek and respond to development feedback
  • Mentor & Coach new recruits in their process

Degree of Independence/Supervision required

  • Will be formally supervised by Team Lead/Manager
  • Promptly escalate exceptions to the Seniors/Team Lead/Manager
  • Accountable for individual performance

Competencies

Technical Competencies:

  • Domain Knowledge ? US and CA Payroll(desirable ? else, to acquire during provided training)
  • Time Management and prioritization
  • Extensive customer service experience required Able to demonstrate strong written and verbal skills
  • Analytical and Reporting Skills
  • Computer Literate (MS Word, Excel, PowerPoint, Outlook)

Behaviour Competencies:

  • Quality Focus
  • Results orientation
  • Capacity to adapt to Change
  • Initiative
  • People Sensitivity
  • Customer Orientation
  • Teamwork & Cooperation

Education/Experience

  • HSC Holder or Higher Education
  • 2+ years of work experience in an office environment (preferred)

Other Requirements

  • Flexibility in terms of working hours (e.g. should be able to work the following shifts:

UK (11:00 AM to 8:00 PM – MAU Time)

CA/US (between 4:00/5:00 PM and 4:00/5:00 AM – MAU Time)

  • Very good command of oral and written English and French
  • Very good telephone manner
  • Ability to work overtime (Weekday/Weekend) and including Mauritius public holidays




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