Position : ASC Customer Interaction Center Analyst (Must Speak Spanish, French or Portuguese ) – Urgent Need

Location : San Antonio, TX

Duration : 12 Months contract

Total Hours/week : 40.00

1^st shift

Job Description:

• Receives and responds to inbound inquiries and communications from internal client customers regarding matters in the Americas and helps process routing activities in the human capital management system to ensure efficient and effective delivery of services supporting the Americas
• Process inbound Tier 1 Associate Service Center (ASC) Support interactions from customers via both phone and email to include general inquiries, feedback or notification of incidents using call scripts and knowledge base to provide appropriate responses
• Use computerized system for tracking, information gathering, and/or troubleshooting
• Respond to inquiries and resolve problems of basic to moderate complexity
• Document issues and identify appropriate actions to resolve inquiries regarding processes managed by the Americas ASC
• Actively redirect customers to self-service options as appropriate, teaching them how to be self-sufficient in use of direct access tools and the knowledge management portal
• Perform proactive outbound follow-up communications, as necessary
• Execute tasks in accordance with standard operating procedures, including data-entry transactions in Workday or other systems
• Build customer relationships throughout the operations supported by the Americas ASC

Qualification & Skills:

• High School Diploma or equivalent.
• Must be available to work between 6:00 am - 6:30 pm, M-F, 9 hour shifts per day.
• Must be proficiently bilingual and fluent in speaking English, French, Spanish or Portuguese a plus, must possess a professional phone voice.
• Minimum of 1-2 years related experience in a Customer Service or Shared Services environment.
• Basic computer proficiency and experience with Microsoft Office Suite (Word and Excel).
• Demonstrated remote/virtual phone or onsite customer service orientation support skills and experience.
• Must be willing to provide 100% phone and email customer service support for 8-9 hours per day.
• Experience using a case management system, knowledge portal and navigating a Human Resource Information System (HRIS), PeopleSoft or SAP.
• Ability to resolve routine problems and questions independently. Ability to pay close attention to details and use time effectively.
• Excellent oral and written communication skills with the ability to independently compose routine written communications.
• Ability to work in a fast-paced team environment and possess quick learning skills.
• Multi-tasking capabilities to manage several caseloads. This role may require occasional overtime on an as needed basis.