Senior HR Services Analyst

hace 5 días

Barranquilla, Atlántico, Colombia Auxis A tiempo completo
Job Summary

Auxis, a Grant Thornton US company, is seeking a detail-oriented and customer-focused HR Services Analyst to join our dynamic team. In this role, you will be a key player in delivering exceptional business and customer service support to one of our key clients. You will serve as a first point of contact, ensuring timely and effective resolution of inbound inquiries across multiple communication channels, via phone, email, chat and text.

Responsibilities
  • Deliver first contact resolution.
  • Professionally handle high volume inbound calls in a timely manner.
  • Follow specific communication guidelines and escalation protocol while handling calls by topic.
  • Identify customer and worksite employee needs, clarify information as needed, research every issue, and provide solutions and/or alternatives for resolution.
  • Seize opportunities to gently educate clients and worksite employees on Client's offerings and online employee portal functionality.
  • Build positive and professional relationships, and further impress customers by going the extra mile.
  • Must be able to communicate conversations through note taking and shorthand.
  • Maintain required documentation for client and worksite employee calls within applicable systems.
  • Provides executive leadership administrative support as needed.
  • Meet all agent KPI's including call efficiency, quality, quantity and NPS customer satisfaction scores.
  • Treat people with respect under all circumstances, instill trust in others, and uphold the values of the organization.
  • Listen carefully to our customers to ensure appropriate responses.
  • Comply and adhere to Auxis operational processes and security policies.
  • Must attend all customer service and performance-related scheduled meetings as required.
  • Perform other related and administrative duties as assigned.
  • Must be able to maintain the highest level of confidentiality with the ability to handle sensitive material concerning the organization and its clients.
Skills and Experience
  • English –Spanish Language (Oral and writing 90 % or higher) (C1 or above)
  • 2-3 years of prior Customer Service- Call Center oriented role required.
  • Must work well independently as well as a functional team member.
  • Must have a high school diploma.
  • Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment preferred.
  • Excellent computer skills and high proficiency in MS Office Suite is required. Familiarity with HRIS and Ticketing Systems is a plus.
  • Experience in one of the following fields preferred: Human Resources, Benefits, and/or Payroll.
  • The Senior HR Services Analyst will adjust its local schedule with resources supporting this position during Daylight Savings time changes in the USA Central Time Zone.
  • The ability to effectively handle multiple assignments is required.
  • Excellent verbal and written communication skills, along with demonstrated active listening skills. A genuine interest in working with and helping customers.
  • Must possess excellent Communication skills and Involvement.
  • Good presentation and a polite, tactful, and friendly character.
  • Ability to interact with customers and all levels of internal personnel.
  • Attention to detail.
  • Project an energetic attitude, warm welcome and positive image over the phone and similar channels.
  • Adhere to attendance and punctuality standards. Work additional hours on as needed basis.
  • Adapt to change and meet the changing demands of the work environment.
  • Working knowledge of all customer service reports and systems
  • Organizational, analytical, and problem-solving skills are essential.

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