ASC CIC Analyst (Must Speak French fluently & Customer Service Skills)

Position

ASC CIC Analyst (Must Speak French fluently & Customer Service Skills)

Location

San Antonio, TX

Duration

12 Months

Total Hours/week

40.00

Interviews

Phone screen / Online

Must Have

Must speak French fluently.
Must have customer service skills, ability to pay close attention to detail, communication, and problem solver.

Job 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

Additional Job Description

- High School Diploma or equivalent; Associate 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 and French required, languages in Spanish is a plus