Job Description This is a position that suits naturally positive people who enjoy making others’ lives easier, and it will also appeal to those who enjoy problem solving.
The People Solutions Centre Rep is the first People Solution point of contact for all employees. They provide advice, guidance and direction on any and all people related queries.
A PSC Reps will provide a fanatical staff experience that is positive, pro-active and professional, they are passionate and committed to consistent process improvement.
PSC Reps are valued for their willingness and ability to solve employee problems.
PSC Reps use a best-in-class data-driven, fact-based approach that supports the employee by providing relevant, timely, and comprehensive answers to queries.
PSC Reps will support and guide employees and people managers to increase their confidence and ability to address their employee related issues themselves
Professionally manage multiple communication channels (calls, chat, emails, tickets) to engage with and resolve staff queries and concerns.
Focus on first time resolution, not directing employees to other functions but providing a high level of customer service and support
Know how to quickly search and find data / knowledge from the various information systems as required in pursuit query / concern resolution.
Answer all queries via the employee initiated / preferred communication channel to an exceptionally high standard, ensuring all enquiries are accurately logged and traceable in the relevant help desk system.
Maintaining excellent standards of integrity, professionalism and confidentiality at all times, challenging those whose behaviours are not reflective of Concentrix culture and values
Maintain strong relationships with PSBPs and PS COEs within your realm of responsibility
Facilitate timely and effective resolution of the concern or query in collaboration with other SMEs as necessary and stay connected with the escalation until resolution has been confirmed.
Facilitate the creation of a case if the employee has not already done so, where appropriate
Identify policy and training gaps in the business from queries received and recognize opportunities for innovation within the PSC and beyond, focusing on continuous improvement solutions.
Identify and report trending issues that may have an impact on employees. (i.e. Holiday pay did not get paid out for many, PTO accruals did not get added)
Responsible for proactively identifying and reporting gaps in the quality and accuracy of the PSC Knowledge Management Tool.
Understand the weekly and monthly PSC reports
Skills & Qualifications
Customer service experience in a similar environment
Well-developed planning and organizational skills, with a proven ability to prioritize tasks and effectively manage your workload
Computer literate (Microsoft Office Suite and ability to learn other technology systems)
Excellent customer service skills
Excellent Oral and written communication
Well-developed problem-solving skills, with the ability to construct, document and communicate answers to questions.
Ability to manage multiple tasks
Consistent past performance on meeting SLAs and targets
Entrepreneurial in Action
Be Agile, Be Adaptive
Be Great Together
Build Character, Grow People
Connect and Care
Dare to Imagine
IND Gurgaon - Bld 6 Ground & First Floor
Language Requirements :
Time Type : Full time