Contact Center Specialist

General Accountability: 

This role is primarily accountable in managing and resolving employee & external requests and queries related to Human Resources via variety of channels (chat, email, and outbound call) within the defined service standards. This role will primarily support Australia 

Specific Responsibilities: 

• Promptly and accurately handle centralized people services requests at initial point of contract 

• Proactively report any trends on employee concerns / requests 

• Identify and coordinate exceptions, provide recommendation and triage to appropriate resources or groups 

• Provide education to employees on the self-service tools and guides of HR 

• Proactively take part in building a collaborative team and good client working relationships 

• Deliver excellent customer experience and quality service 

• Keep current with HR policies, procedures, programs and systems 

• Meet accuracy and service excellence SLAs and metrics 

• Liase with HR Partners to resolve employee concerns, if necessary 

• Perform warm transfers to other non-HR groups, if necessary 

Competencies 

• College graduate 

• Customer service skills and background (with HR background is a plus) 

• Ability to build positive relationship at work and with customers 

• Able to represent the ING core values and way of working 

• Commitment to achieving high levels of service excellence and able to work independently or within a team or under minimal supervision 

• Excellent communication skills (verbal and written) in English 

• Analytical and problem-solving skills 

• Good knowledge on customer service best practices, concepts, and procedures 

• Highly organized and able to prioritize in a fast-paced and multi-tasking environment 

• High attention to details   

• Resourceful 

• Working knowledge on the use of Service Now and Workday is a plus 

Challenges 

• Manage highly confidential information in a professional manner 

• Ability to deal with various customers in terms of rank and behavior. 

• Able to deliver difficult messages 

• Able to carry out confidence during uncertainties / unfamiliar expectations  

• Good time management to handle fast paced, multi-tasking and number driven work environment  

• Quick to adapt and learn while meeting service delivery expectations