ASC CIC Analyst - Must be fluent in English and Portuguese

About the role

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.

Responsibilities

• 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
• Must be willing to provide 100% phone and email customer service support for 8-9 hours per day
• Experience using a case management system, knowledge portal and navigating a Human Resource Information System (HRIS) / ERP software system such as Taleo, PeopleSoft or SAP
• 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 and possess quick learning skills
• Multi-tasking capabilities to manage several case loads

Skills

• Fluency in English and Portuguese (or other languages such as French or Spanish)
• Professional phone voice
• Basic computer proficiency and experience with Microsoft Office Suite (Word and Excel)
• Experience with case management systems, knowledge portals, and HRIS/ERP software systems

Work Details

This is a contract position on W2, available to US citizens or GC holders only, with a duration of 12 months and 40 hours per week. Workdays and hours are 9:30AM - 6:30PM, Monday to Friday. This role may require occasional overtime on an as-needed basis.