MILLENNIUMSOFT
ASC Customer Interaction Center Analyst (Portuguese Must)
MILLENNIUMSOFT, San Antonio, Texas, United States, 78208
Position : ASC Customer Interaction Center Analyst (Portuguese Must)
Location : San Antonio, TX
Duration : 12 Months Contract
Total Hours/week : 40.00
Description:
Process inbound Tier 1 Associate Service Center (ASC) Support interactions from customers via both phone and email to include general inquiries, feedback or notification of incidents using call scripts and knowledge base to provide appropriate responses
Use computerized system for tracking, information gathering, and/or troubleshooting
Respond to inquiries and resolve problems of basic to moderate complexity
Document issues and identify appropriate actions to resolve inquiries regarding processes managed by the Americas ASC
Actively redirect customers to self-service options as appropriate, teaching them how to be self-sufficient in use of direct access tools and the knowledge management portal
Perform proactive outbound follow-up communications, as necessary
Execute tasks in accordance with standard operating procedures, including data-entry transactions in Workday or other systems
Build customer relationships throughout the operations supported by the Americas ASC
Qualification & Skills:
High School Diploma or equivalent; Associate’s Degree or related specialized courses preferred
1 to 2 years related experience in a Customer Service or Shared Services environment; Human Resources contact center experience desirable
Basic computer proficiency and experience with Microsoft Office suite (Word and Excel)
Demonstrated customer service orientation
Experience using a case management system and knowledge portal and navigating a Human Resource Information System
Ability to resolve routine problems and questions independently
Ability to pay close attention to details and use time effectively
Excellent oral and written communication skills with the ability to independently compose routine written communications
Ability to work in a fast paced team environment
Multi-tasking capabilities to manage several caseloads
Proficiency in English required, languages in Spanish, French or Portuguese a plus
Location : San Antonio, TX
Duration : 12 Months Contract
Total Hours/week : 40.00
Description:
Process inbound Tier 1 Associate Service Center (ASC) Support interactions from customers via both phone and email to include general inquiries, feedback or notification of incidents using call scripts and knowledge base to provide appropriate responses
Use computerized system for tracking, information gathering, and/or troubleshooting
Respond to inquiries and resolve problems of basic to moderate complexity
Document issues and identify appropriate actions to resolve inquiries regarding processes managed by the Americas ASC
Actively redirect customers to self-service options as appropriate, teaching them how to be self-sufficient in use of direct access tools and the knowledge management portal
Perform proactive outbound follow-up communications, as necessary
Execute tasks in accordance with standard operating procedures, including data-entry transactions in Workday or other systems
Build customer relationships throughout the operations supported by the Americas ASC
Qualification & Skills:
High School Diploma or equivalent; Associate’s Degree or related specialized courses preferred
1 to 2 years related experience in a Customer Service or Shared Services environment; Human Resources contact center experience desirable
Basic computer proficiency and experience with Microsoft Office suite (Word and Excel)
Demonstrated customer service orientation
Experience using a case management system and knowledge portal and navigating a Human Resource Information System
Ability to resolve routine problems and questions independently
Ability to pay close attention to details and use time effectively
Excellent oral and written communication skills with the ability to independently compose routine written communications
Ability to work in a fast paced team environment
Multi-tasking capabilities to manage several caseloads
Proficiency in English required, languages in Spanish, French or Portuguese a plus