ASC Customer Interaction Center Analyst (Portuguese is Required For This Role)

About the role

The position involves processing inbound Tier 1 Associate Service Center (ASC) Support interactions from customers via both phone and email.

Responsibilities

• Process inbound Tier 1 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

Qualifications & 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