Job Title:
Associate, People Solutions Center
Job Description
Responsible for delivering Benefit service to employees with their different concerns, doubts, or inquiries in regards of the different programs and processes that occur during the employment life cycle in the region (LATAM). May give service either by chat, phone, or e-mail; and in English and/or Spanish.

Responsibilities

• Provide an excellent customer service experience to the employees/leaders reaching out to the People Solutions Center.
• Analyze the concerns and the root cause of the issues.
• Conduct audits of the different processes being carried out, find and resolve any findings found.
• Address the situation to grant the correct closure.
• Partner with local teams to ensure an adequate treatment of the inquiry.
• Keep metrics and record of the different processes performed to ensure a right service
• Answer and respond the queries with employee’s Services protocol and service standards. May respond to emails, correspondence, web chat, telephone, etc. and make outbound calls as required in either English or Spanish.
• Manage escalations that, due to the level of complexity of the process, may need to be escalated to other Areas of the organization depending on the situation.
• Handle routine self-audits to verify all the information.
• Organize and participate in team coordination meetings and training sessions.
• Maintain a high level of confidentiality related to business or employee information protected by company policy and federal/state regulations.

Qualifications

• Advanced excel skills & Specialist in data analysis.
• Customer service experience in a similar environment
• Effective operational language proficiency or advanced English Level
• Advanced language proficiency in assigned Country specific responsibilities.
• Well-developed planning and organizational skills, with a proven ability to prioritize tasks and effectively manage your workload
• Computer literate (Microsoft Office Suite and ability to learn other technology systems)
• Excellent customer service skills
• Excellent Oral and written communication
• Well-developed problem-solving skills, with the ability to construct, document and communicate answers to questions.
• Ability to manage multiple tasks
• Consistent past performance on meeting SLAs and targets
• Minimum high school/GED or regional/country equivalence (this can be edited per region)

Working Conditions

• Office/home environment.
• Majority of time will be spent on feeding/reviewing the Information Systems and answering inquiries to employees and/or managers and running follow ups on the same.

Behavioural Competencies

• Entrepreneurial in Action
• Be Agile, Be Adaptive
• Be Great Together
• Build Character, Grow People
• Connect and Care
• Dare to Imagine
• Solution Mindset

Location:
COL Bogota - Oficinas y terrazas de
Language Requirements:
English (Required)
Time Type:
Full time
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• Provide an excellent customer service experience to the employees/leaders reaching out to the People Solutions Center.
• Analyze the concerns and the root cause of the issues.
• Conduct audits of the different processes being carried out, find and resolve any findings found.
• Address the situation to grant the correct closure.
• Partner with local teams to ensure an adequate treatment of the inquiry.
• Keep metrics and record of the different processes performed to ensure a right service
• Answer and respond the queries with employee’s Services protocol and service standards. May respond to emails, correspondence, web chat, telephone, etc. and make outbound calls as required in either English or Spanish.
• Manage escalations that, due to the level of complexity of the process, may need to be escalated to other Areas of the organization depending on the situation.
• Handle routine self-audits to verify all the information.
• Organize and participate in team coordination meetings and training sessions.
• Maintain a high level of confidentiality related to business or employee information protected by company policy and federal/state regulations