People Support Associate

People Support Associate

Wat we doen

Bij Kenvue realiseren we de buitengewone kracht van dagelijkse verzorging. Gebouwd op meer dan een eeuw erfgoed en geworteld in de wetenschap, zijn we het huis van iconische merken - waaronder NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON'S® en BAND-AID® die je al kent en waar je van houdt. Wetenschap is onze passie; Zorg is ons talent.

Wie we zijn

Ons wereldwijde team bestaat uit ~ 22.000 briljante mensen met een werkcultuur waar elke stem telt en elke bijdrage wordt gewaardeerd. We zijn gepassioneerd door inzichten, innovatie en toegewijd aan het leveren van de beste producten aan onze klanten. Met expertise en empathie betekent een Kenvuer zijn dat je elke dag de kracht hebt om miljoenen mensen te beïnvloeden. We stellen mensen op de eerste plaats, geven er veel om, verdienen vertrouwen met de wetenschap en lossen op met moed - en hebben schitterende kansen voor je klaarliggen! Geef samen met ons vorm aan onze toekomst - en die van jou. Klik voor meer informatie op here.

Rol rapporteert aan:

Global People Support Sr Manager

Locatie:

Asia Pacific, Philippines, National Capital, Paranaque

Werklocatie:

Hybride

Wat je gaat doen

What You Will Do   

The People Support Associate will work to resolve global employee inquiries, concerns and issues regarding People Services through phone, email, web-form, and chat. This person works to meet all expected service levels and business performance goals, providing a full range of services. 

Key Responsibilities  

• Provide outstanding customer service by responding to employee inquiries promptly, professionally, and accurately through phone calls, emails, web-form 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.  

• Apply strong problem-solving skills to analyze complex customer issues, evaluate available resources, and propose creative solutions to meet employee needs, in accordance with standard operating procedures.  

• Demonstrate proficiency in utilizing digital tools, platforms, and systems to deliver exceptional customer service and navigate various online resources effectively. Utilize case management systems and telephony tools to access customer information, log interactions, and efficiently address inquiries.  

• 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.  

• Contribute to the development and maintenance of knowledge base articles, process documentation, and standard operating procedures.  

 

What We Are Looking For  

Required Qualifications  

• Strong preference will be given for multi-lingual speakers including English, Chinese, Japanese.

• A genuine passion for providing exceptional customer service and unwavering commitment to customer satisfaction. 

•  Ability to empathize with customers, actively listen to their concerns, and maintain patience and composure during challenging interactions.  

• Proven ability to analyze problems, think critically, and propose effective solutions while maintaining composure in high-pressure situations. Strong organizational skills, meticulous attention to detail, and a determined approach to resolving any outstanding issues.  

• 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.  

• Demonstrates trustworthiness and discretion in securing and maintaining confidential information. Exhibits professionalism and exercises sound judgment.  

• Flexibility to adapt to changing support requirements and willingness to acquire new skills and knowledge.  

• Willingness to work in a shift-based schedule, including evenings, weekends, and holidays, to ensure comprehensive coverage in a 24/5 contact center environment.  

 

Desired Qualifications  

• Experience with service center technologies (ServiceNow, Genesys Cloud etc) and processes (e.g. Onboarding, Benefits, Exit, Data Management and other HR and Payroll inquiries).  

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