Contact Center Senior Specialist

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 and WB Asia for BAU, while act as an SME for the said countries to support Service Delivery:

Subject Matter Expert Responsibilities:
• Green service delivery
• Peer coaching
• Performance monitoring
• Process documentation maintenance
• Quality audits
• Data reporting and analysis
• Project management
• Customer and stakeholder management
• New hire training
• Process point-of-contact
• Pillar engagement

BAU Responsibilities (Australia and WBA Support):
• Promptly and accurately handle people services requests at initial point of contact
• 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

Key Capabilities/Experience:
• College graduate
• Customer service skills and background (with HR background is a plus)
• Analytical and problem-solving skills
• 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
• Good knowledge on customer service best practices, concepts, and procedures

Minimum Qualifications:
• Excellent communication skills (verbal and written) in English
• Analytical and problem-solving skills
• 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