At NAVISITE - Part of Accenture, celebrating our employees and investing in their well-being and development is not just a priority or an initiative - it's woven directly into our company fabric. Our mantra and unofficial corporate hashtag #SoMuchGood is all about recognizing our team's commitment and achievements, both inside and outside the office. It's that theme that has driven a host of programs at Navisite - it's who we are. What we do is simple: We work hard, we have fun, we give back to the community and we never take our eye off the goal - creating a modern cloud MSP with a global, talented team of employees. Join us and be part of our team!!

BPO - ESC Consultant

Customer Service Representative - Associate

Navisite, Part of Accenture, is expanding and is adding an experienced Employee and Payroll Services/BPO Customer Service Representative to join our dynamic and successful team. We are currently looking for an experienced Customer Service Representative for our global Employee and Payroll Services team. Navisite, Part of Accenture, offers Cloud services across public, private, and hybrid cloud environments and is an Advanced AWS partner.

Objective:

This position supports service tickets from employees regarding Payroll, Human Resources, and HR/Benefits applications inquiries. This resource directly impacts results within the Employee Service Center with goals to ensure performance is aligned with established business drivers with people at all organizational levels.

Responsibilities:

● Able to meet key performance indicators such as first call resolution, schedule adherence, and contact quality

● The scope of support responsibility spans Payroll and Human Resources including health, welfare and retirement plans

● Maintain strong working knowledge of call center tools, and HRIS applications

● Take ownership of customer issue or problem to identify and drive to a possible win-win solution

● Diagnose the underlying event or issue to determine the resolution timeframe

● Perform logical steps to resolve the event through utilization of tools, skills, and analysis expertise

● Verify customer identity and maintain confidentiality and confidential information

● Use software for contact tracking, information gathering, research, documenting customer contacts, and problem resolution. Accountable for 100% of contact transaction documentation daily

● Take the frontline responsibility for problem identification and elimination

● Perform other responsibilities as assigned by management

Preferred Skills & Experience:

● More than 2 year of experience preferred with call center and/or Payroll/HR Service Delivery

● Experience serving customers via telephone and email channels

● Experience with HRIS and web-0based employee self-service applications

● Able to ask question in a non-demeaning manner; act as a settling influence in the time of a crisis and understand the dynamic nature of this complex and often personal in nature customer support hype

● Demonstrate good listening skills

● Able to empathize with the customer situation or event

● Dedicated to delivering a distinctive customer experience

● Proven ability to multi-task and work in an ever-changing environment; stay calm under pressure.

● Flexible with shift timings to include working overtime based upon client demands (e.g. seasonal open enrollment periods)

● Capable of working in a team environment with a client service focus.

● Able to apply knowledge in new and undocumented incidents, based on understating of: Interdependencies of systems

● Workflow requirements within the internal processes

● Underlying infrastructure or the customer applications.

● Candidate must ensure compliance with data protection legislation under the DPA, EU GDPR, and any other applicable data legislation