Job: Third Shift Customer Service Associate – Japanese speaking (IL)
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Via Therese Stephen. Posted by Dipika Soni (Ishikawa-ken, 2003-06). Dipika has recently moved back to London but is interested in hearing about any Japan-related opportunities across the globe.
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Job Position: Third Shift Customer Service Associate – Japanese speaking (IL)
Job Details:
This position supports the Asian offices of an existing global client. The Customer Service Associate (CSA) role is intended to be an extension our client’s Human Resources department. The scope of Workforce Management services with this client includes workforce administration, workforce relations, compensation.
CSAs spend the majority (approximately 60-70%) of their time directly servicing employees, managers, Human Capital Managers/Generalists, and various third party contacts via phones & email communication. CSAs spend time working through various HR and benefits issues such as leave administration, exit interviews, and compensation. Additional activities may include employee follow up, resolving escalated issues, or compiling reports for Human Capital Managers/Generalists. The remaining amount of their time will be spent leveraging their skills as a team resource, functioning as an informal team leader, and partnering with client team management to assist and improve service delivery.
As a resource, the CSA will serve as a team expert in one or more of the following areas: client knowledge, HR and benefit plan knowledge, high quality customer service, third party vendor processing and/or internal processing on the team. The CSA will share their knowledge among the team through conducting client specific training where appropriate. As an informal leader, the CSA will leverage their client and operational knowledge to help others perform the day-to-day expectations of their role (i.e.: desktop tools, unusual or challenging situations, managing daily tasks etc..).
In the absence of managers, CSAs will assist with business continuity, team schedule adherence, and escalated calls. CSAs must exhibit strong adaptability/flexibility competencies to meet clients’ Human Capital Management (HCM) needs. As a partner with team management, the CSA will identify and recommend improvements that will positively impact the efficiency and quality of service delivery. These improvements can include potential processes that can be automated or streamlined, providing suggestions for improving team measures, and on-line reference tools.
For more details go to https://hewitt.taleo.net/careersection/2/jobdetail.ftl?lang=en&job=028804
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