ASC CIC Analyst (bi-lingual (French, Spanish, Portuguese)
Job Description
Receive and respond to inbound inquiries and communications from internal client customers regarding matters in the Americas
Help process routing activities in the human capital management system to ensure efficient and effective delivery of services supporting the Americas
Process inbound Tier 1 Associate Service Center (ASC) interactions from customers via both phone and email to include general inquiries, feedback, or notification of incidents, using resource guides and knowledge base articles 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
Requirements
- High School Diploma or equivalent
- Must be available to work between 6:00 am - 6:30 pm, M-F, 9 hour shifts per day (including 1 hour for lunch)
- Must be proficient in English; being bilingual and fluent in speaking Spanish and/or Portuguese is a plus; must possess a professional phone voice
- Minimum of 1-2 years related experience in a Customer Service or Shared Services environment
- Basic computer proficiency and experience with Microsoft Office Suite (Word and Excel)
- Demonstrated remote/virtual phone or onsite customer service orientation support skills and experience
- This role may require occasional overtime on an as needed basis