People Solutions Representative with Italian/English

This is a position that suits naturally positive people who enjoy making others’ lives easier, and it will also appeal to those who enjoy problem solving.

The People Solutions Centre Representative is the first People Solution point of contact for all employees.  They provide advice, guidance and direction on any and all people related queries.

A PSC Reps will provide a fanatical staff experience that is positive, pro-active and professional, they are passionate and committed to consistent process improvement. PSC Reps are valued for their willingness and ability to solve employee problems.

PSC Reps use a best in class data-driven, fact-based approach that supports the employee by providing relevant, timely, and comprehensive answers to queries. 

PSC Reps will support and guide employees and people managers to increase their confidence and ability to address their employee related issues themselves.

Responsibilities

• Professionally manage multiple communication channels to engage with and resolve staff queries and concerns.

• Focus on first time resolution, not directing employees to other functions but providing a high level of customer service and support

• Know how to quickly search and find data / knowledge from the various information systems as required in pursuit query / concern resolution.

• Answer all queries via the employee initiated / preferred communication channel to an exceptionally high standard, ensuring all enquiries are accurately logged and traceable in the relevant help desk system.

• Maintaining excellent standards of integrity, professionalism and confidentiality at all times, challenging those whose behaviours are not reflective of Concentrix culture and values

• Facilitate the creation of a case if the employee has not already done so, where appropriate

• Identify policy and training gaps in the business from queries received and recognize opportunities for innovation within the PSC and beyond, focusing on continuous improvement solutions.

Skills & Qualifications

• Customer service experience in a similar environment

• Languages : Italian and English ( Must be fluent / advanced understanding )

• Well-developed planning and organizational skills, with a proven ability to prioritize tasks and effectively manage your workload

• Computer literate (Microsoft Office Suite and ability to learn other technology systems)

• Excellent customer service skills

• Excellent Oral and written communication

• Well-developed problem-solving skills, with the ability to construct, document and communicate answers to questions.

• Ability to manage multiple tasks

• Consistent past performance on meeting SLAs and targets

• Minimum high school/GED or regional/country equivalence

Behavioural Competencies

• Entrepreneurial in Action

• Be Agile, Be Adaptive

• Be Great Together

• Build Character, Grow People

• Connect and Care

• Dare to Imagine

• Solution Mindset