Great Opportunity for Ambassador, Transfers

Job Description

Job summaryThe Transfers Ambassador team is dedicated to employee support for their ongoing international transfer and completion to their new Day 1. This team will address employee questions and concerns via case management, and chat. The Ambassador, plays a critical role in customer issue resolution, as well as the continuous learning and improvement of the larger Global Transfer Services (GTS) organization.Ambassadors are subject matter experts who guide employees to self-led resources for international transfers, escalate vendor issues and resolve for the candidate s Day 1. They apply their deep functional knowledge combined with their excellent judgement skills to make decisions about the best course of action in ambiguous cases where the correct path is unclear. They are relentlessly customer obsessed and do whatever is necessary to drive the best day 1 experience. They demonstrate ownership in everything they do, including owning issues to resolution, owning the customer experience that Transfers Ambassador Team (TAT) provides, and owning the larger success of the GTS organization. They have a relentlessly high bar and help to create the best processes and experiences for our employees. They work with leadership to identify and close gaps in our service, including learning gaps and broken processes. They work with Sr. Ambassadors to build up their knowledge, improve their resources, and help them provide the best service possible to our employees. They are role models and help grow the next layer of process experts. They work closely with our partner teams, creating and maintaining positive working relationships.Key job responsibilities Take on inquiries from PXT, hiring managers, and employee about ongoing international transfers via case, outbound calls or chats. They conduct extensive research and use their subject matter expertise to drive the right solution. They advocate for their customers and escalate issues as necessary to ensure quick resolutions. Team members gain knowledge on HR functions impacting the international transfer process to resolve employee questions and issues for their Day 1. Take ownership of complex and escalated repeated contact cases to the appropriate Sr. Advisors. Document each contact, including reason for contact, root cause, information provided, and resolution. Promote customer use of self-service options whenever they are available. Respond to the need for self-service options and propose solutions to management. Escalate high impact/mass issues to Program Team, Service Delivery and partner teams.A day in the lifeAs an Ambassador, you will act the first point of contact, handling interactions via chat and the case management system to resolve any issues brought up by the requester. You will influence different stakeholders within partner teams and escalating to the next level support unresolved issues on time according to Service Level Agreements established. You will have the availability to participate in process improvement initiatives to eliminate root causes of defects within the Transfers Ambassador process operation, to enhance employee-experience.About the teamTransfers Ambassadors Team is a new team looking to build on pursuing the perfect experience with the movement of employees cross borders; Internationally. We are looking for team members that are obsessed with the perfect experience by being customer obsessed and have a bias for action on issues that come up to our transferring employees . They arent hesitant on taking on a challenge of building a team with a core function of problem solving by partnering with their Program Managers, Sr. Ambassadors and other HR teams., 2+ year in a Contact Center in a corporate environment Proven ability to manage customer contacts in a fast-paced environment Schedule flexibility, including weekends (shifts may vary from 6:00 a.m. to 10:00 p.m.) Track record of exceeding operations KPI, such as Quality Assurance (QA) Superior attention to detail. Strong research and Root-Cause Analysis Must have a consistent record of exceeding KPI expectations. Exemplify high judgement. High degree of process knowledge. Demonstrated ability to independently problem-solve. Proven experience working cross-functionally to solve complex problems. Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards. Excellent interpersonal skills with the ability to communicate at all levels within and outside the organization. +3 years of Customer Service experience A completed Bachelor s Degree from an accredited university or +1-year experience in the Global Transfer Services Basic US legislation knowledge pertaining to HR & Labor Third Language proficiency is an added advantage (Spanish, French, Italian, Portuguese or German) Proven ability to identify process defects, make recommendations for process improvements, and implement process improvements Intermediate level of Excel and numerical skills Experience working with Senior Leaders.

Keyskills :
root causesubject matter expertscontact centerbias for action