About the role
This role will be responsible to support the Customer Experience job which includes – Handling all Employee and Line Manager queries, Working through SNOW, Triaging of Tickets of all tickets which are flowing through Workday for other First Point Team members. Also to perform various tasks which is scoped as Customer Experience activities including all Back office work outside Global process which is Onboarding/Offboarding/Org Management at the time of this role creation.

Accountabilities

Responsible for Handling the customer experience center end to end activities

Reviewing every single ticket which is received and Triage the activities as per the Responsible Matrix for Bangalore, Budapest centers

Ensure all service requests are reviewed which is in scope of customer experience centre which includes all WD Tasks / Managing employee queries outside Global Process delivery of Onboarding including Movers, Offboarding (in future)

All phone calls are accompanied with standard script of taking those calls (opening/closing) including % of calls answered, calls abandoned

Agency occupancy will be measured in terms of number of calls, emails answered and Average Handling time

Ensure all allocated tasks of all HR processes and markets are fully handled end to end to ensure seamless experience

About You
Experience required/Skills/capabilities/Languages

Previous experience in handling HR Contact Centre or any Service Delivery center support

Fluency in verbal and written English

Strong Spanish or Polish language knowledge

Previous experience using Microsoft Office applications to an advanced level, including Excel and Word, essential

Previous experience using cloud-based HR, EIC or SAP HR applications and systems desirable. End User knowledge on Workday is desirable

Benefits of working here:

Opportunity to climb up on the career ladder.

We won the Fittest Workplace Award, of course we have a Gym.

Urban legend is true, we do have a Rooftop Bar.

Easy to reach downtown location.

Our unique brands are available in our staff shop.

We live our values and color our lives.