Description Service Experience Center Specialist The Service Experience Center Specialist will be the Contact Center subject matter expert and will be the representative to the assigned function's process alignments in order to deliver exceptional and consistent service to our Kenvuers. This position reports into Global Contact Center Lead and is based at Bogota, Colombia. What You Will Do The Service Experience Center Specialist is responsible for delivering outstanding customer service and resolving inquiries across various communication channels, such as phone calls, emails, and chat. Additionally, this position will also contribute to complex tasks, projects, process alignments, and act as a point of contact for various functions within the organization. A significant portion of its time will also be dedicated to training, ensuring quality deliverables and fostering continuous improvement. Key Responsibilities • Provide outstanding customer service by responding to employee inquiries promptly, professionally, and accurately through phone calls, emails, and chat. • Assist and encourage users/employees to make effective use of self-service options, systems, products, and services to drive rapid resolution and empower customers. Educate and inform employees of the full range of services available to them, promoting self-service as an efficient and convenient way to meet their needs. • Effectively diagnose and troubleshoot issues, identify the root cause, and provide appropriate solutions. Escalate complex problems to higher-level support teams when necessary, ensuring timely resolution. • Communicate with customers in a clear, concise, and empathetic manner, adapting your communication style to meet the needs and preferences of each employee. • Actively participate in process improvement initiatives by identifying areas for optimization, suggesting improvements, and implementing best practices to enhance the overall employee experience. • Adhere to quality standards and guidelines to ensure the delivery of accurate and high-quality customer service. Participate in quality monitoring programs and take corrective actions to address areas of improvement. • Collaborate with cross-functional teams to escalate and resolve complex inquiries or issues that require specialized expertise. Act as an elevated support resource for administrative tasks, process alignment, and point of contact for different functions within the organization, such as HR, Payroll etc. • Conduct thorough training sessions for new team members and provide ongoing coaching and support to enhance their skills and knowledge. Develop and maintain training materials and ensure consistent and effective training delivery across the team. Qualifications What We Are Looking For Required Qualifications • 2 years of experience in Shared Services or Customer Service role or equivalent experience • Strong preference will be given for multi-lingual speakers including English, Portuguese, etc. • A genuine passion for providing exceptional customer service and unwavering commitment to customer satisfaction. • Proven ability to analyze problems, think critically, and propose effective solutions while maintaining composure in high-pressure situations. • Excellent prioritization skills, ensuring timely follow-up and resolution of customer inquiries. • Strong organizational skills, meticulous attention to detail, and a determined approach to resolving any outstanding issues. • Strong knowledge of HR and Payroll processes, policies, and regulations. • Exceptional written and verbal communication skills, exhibiting professionalism in internal and external communications. Possesses an excellent telephone manner and effectively communicates with clarity, conciseness, and professionalism. • Demonstrated ability to multitask, efficiently handle multiple tasks simultaneously, and manage time effectively in a fast-paced environment. • Ability to empathize with customers, actively listen to their concerns, and maintain patience and composure during challenging interactions. • Willingness to work in a shift-based schedule, including evenings, weekends, and holidays, to ensure comprehensive coverage in a 24/5 contact center environment.
