Agent, User Support Services

at  Herbalife

POSITION SUMMARY STATEMENT:

The GBS Support Agent will manage a customer-focussed service and attention that will be offering top quality front line support to employees, external and internal customers related to GBS Finance and Human Resources functions. This position will be responsible to assit reciving phone calls as well as manage inquiries received via case management systems.

SKILLS / EDUCATION / EXPERIENCE:

• Good command of Spanish and English language, both written and verbal is a prerequisite;
• Strong focus in providing the highest level of customer service to both internal and external customers
• Empathetic, Confident, self motivated and enthusiastic
• Accepting/adapting to cultural differences
• Process improvement skills
• Task & time management skills
• Able to perform root-cause analysis and come up with suggested solutions
• Ability to interact courteously with customers and ensure interactions provides a high quality of service
• Ability to analyze customer needs through soliciting, evaluating and acting upon customer feedback
• Ability to coordinate with other internal departments to deliver a seamless service to customers
  Experience:

Required

• 2+ years of experience in help desk/customer care environment.
• At least 2 year experience in a service oriented industry.
• Solid user of Microsoft Office applications

Preferred

• Experience in Finance and HR processes

• Experience in Oracle and ServiceNow Case Management

  Education:

Required

• Bachelor’s or Associate Degree in Business Administration, Accounting, Human Resources or another business related field.

• Deliver high service level quality according to KPIs and SLAs defined in the Service Partnership Agreements and all relevant productivity targets.
• Resolve all day-to-day related issues and inquiries raised by employees, internal and external parties through Ticketing system and Call Center.
• Ensure compliance to helpdesk and case management policies
• Perform all support and case management service activities
• Review queries for all relevant process areas (Human Resources, Finance, etc.)
• Monitor existing ticket queues, resolve and send resolutions to requestor where possible, transfer requests and inform users on lead times according to set guidelines.
• Identify potential problems and/ or delays in resolution and notify internal/external customers or employees
• Establish, manage and grow relationships with users.
• Provide input to Sr. Manager GBS Support Center & Partnership Management, ensure that all process controls are operational, actively identifying control gaps and recommend possible solutions.
• Ensure compliance with GBS standard processes.
• Deliver input and insights regarding necessary updates of the Knowledge Database
  Job Qualifications: