HR Customer Experience Specialist

Fully concentrating on, understanding, and responding to what the customer is saying (verbally and non-verbally) without interrupting.

The ability to explain complex issues and solutions simply and concisely, using appropriate, jargon-free language across all channels.

The aptitude to quickly identify the root cause of an issue and think critically to generate effective, efficient, and appropriate solutions.

Carefully reviewing account information, policy details, and customer requests to ensure accuracy and prevent errors or repeat contacts.

Efficiently prioritizing tasks, managing call/chat lengths, and following up promptly to maximize productivity and reduce customer wait times.

Ability to navigate Workday's Human Capital Management (HCM) module to look up or verify employee data, payroll, or benefits information when supporting internal users or clients.

A deep and thorough understanding of the company's products, services, and policies to provide accurate and authoritative information.

Expert proficiency in Customer Relationship Management (CRM) platforms (Salesforce) for logging detailed notes, tracking tickets, and accessing customer history.

Efficiently navigating and managing Help Desk or IT service management (ITSM) systems to log, prioritize, categorize, escalate, and resolve customer issues according to SLAs.

The ability to clearly write and update Standard Operating Procedures (SOPs) or internal process guides for colleagues to ensure service consistency

Meticulous attention to detail when inputting information into any system (CRM, ERP, or HRIS) to ensure records are correct for compliance and future reference.

The ability to look at customer data (e.g., ticket trends, chat transcripts) to identify recurring problems or systemic issues, not just solve individual cases.

A broad comfort level and quick learning ability with various technologies, software, and digital channels used in customer support.

Effectively working with other departments (IT, Sales, Billing, HR) to resolve complex issues that require information or action outside of the CSR's direct scope.

Efficiently handling multiple concurrent activities, such as talking on the phone while researching in the CRM and typing notes simultaneously.