Employee HR Support-Kingsland
On-siteMandeville, Manchester, Jamaica
Job Summary
Answer employee phone inquiries across the US while maintaining partnerships with HR Business Partners, Benefits, Leave management, and Payroll to resolve customer issues. Document and track every call using the case management system with high accuracy, encouraging self-service tools and utilizing strong research skills to understand governing labor laws. Handle confidential information with integrity, applying analytical and critical-thinking skills to prioritize multi-tasking demands while navigating CRM applications and several systems simultaneously. Demonstrate patience, empathy, and excellent verbal and written communication to satisfy customer needs through live voice or chat interactions.
Required Qualifications
- A minimum of 4 CXC/GCE subjects inclusive of English Language and a numeric subject, or a U.S. high school diploma or GED
- Must have a valid (not expired) government issued ID, TRN and NIS card
- Must have flexible availability to work any day and any assigned shift weekly (Weekends and Public Holidays)
- Must be able to train and / or work onsite
- Demonstrated ability to perform at a high level, to support our high volume of inbound calls
- Good systematic problem solving ability, using sound business judgment, and following through on commitments to customers
- The ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs
- Excellent attention to detail
- See through the eyes of the customer
- Excellent verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions
- proficient reading skills
- The ability to project patience, empathy, caring, and sincerity in written words or voice tone, depending on channel
- Ability to effectively organize, prioritize, multi-task and manage time
- Multi-tasking skills, showcased through conversing while navigating our systems the use of several applications simultaneously
- Good Typing Skills – Minimum 35 wpm with minimum 80% accuracy
- High level of integrity
- Basic PC keyboarding skills
- basic Microsoft Office (Outlook, Word, Excel) experience
- Must be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues
- Inspire confidence and positively influence the behaviour, actions, and thoughts of others
- Must be able to pass a criminal background check and drug test as needed
Desired Qualifications
- Experience in customer service is an asset and preferred
- experience working with CRM applications
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