CUSTOMER SERVICE SPECIALIST

• Responsible for the administration of day-to-day People Services calls, cases and activities being handled by People Services professionals, which are received from GM Employees and Customers, GBS sites, etcetera. Responsible for supporting the People Services Teams in the execution of other People Services tasks.
• Case Processing: Processing of cases assigned through various system touchpoints such as but not limited to calls and emails.
• Prioritizing and working on requests according to nature, urgency, and impact. 
• Monitoring of personal queues and ageing cases. 
• Following established processes for call and case handling and issue resolution including logging and documenting all inquiries into the case management tools, consulting knowledge resources, and escalating the case to other tiers and following through to resolution. 
• Serving as the single point of contact for Employees and Customers for query resolution. 
• Ensuring high-quality standards for all tasks assigned. 
• Adhering to service level agreements (SLAs) established for case management. Referring to the People Services Supervisor and/or Senior Analyst-Team Lead cases that are prone or have already been raised to escalation stage. 
• Continuous Improvement: Suggesting process improvements necessary for operational efficiencies and service excellence to drive quality, speed, simplicity, and safety. Maintaining and updating job aids and standard operating procedures knowledgebase.
• Operational Efficiency: Complying with the Global service level agreement, GM Corporate policies, and external regulatory requirements. Maintaining confidentiality of employee and customer information according to established practice. Performing based on the approved guidelines and job aids.
• Complaint Handling and Escalation: Ensuring timely resolution of clients’ issues and concerns. Escalating of complex transactions to the People Services Supervisor and/or Senior Analyst-Team Lead.

Knowledge Requirements:

• Hands on experience working with and proficiency in Workday, Case Management Systems, Knowledge Base Systems, Avaya Telephones, Employee Portals, Dashboard and Reporting Tools, and other HR Management Systems and Tools.
• Experience managing documentation of business processes.
• Written and verbal proficiency in the English language.

Experience / Education:

• Bachelor’s Degree in Human Resources, Business Administration, or related field is required 
• Experience handling a role as Junior Analyst for minimum of 1 year in a Shared Services / Contact Center environment. Fresh graduate with excellent scholastic records may be considered.
• Experience working with a diverse and multi-cultural team
• Experience working for a multinational organization and working with colleagues internationally are preferred
• Open for a project-based engagement
• Can start ASAP.
• Willing to report on a graveyard shift.

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John Clements Consultants, the pioneer in Executive Search since 1974, has played a significant role in transforming thousands of Filipino and other Southeast Asian professionals into extraordinary leaders.

48 years later, John Clements continues to offer superior services that included recruitment (from non-managerial to C-level positions), large scale staffing, RPO, outsourced staffing, overseas recruitment, leadership development training with digital learning platforms, 360-degree assessment and coaching all specially designed for our partners’ needs. Keeping ahead of the game in digitalization, we also invested in AI and Data Science.

Working with CrossKnowledge, a global leader in digital learning solutions, and Zenger Folkman, enables John Clements to offer world-class talent development programs that elevate the leadership capabilities of professionals, transforming them into extraordinary leaders of change. Our “deep purpose” as a company is to build our country, uplift the lives of Filipinos, and develop successful leaders.

HEAD OFFICE

John Clements Consultants, Inc.

14th Floor, LKG Tower, 6801 Ayala Avenue

John Clements Consultants, the pioneer in Executive Search since 1974, has played a significant role in transforming thousands of Filipino and other Southeast Asian professionals into extraordinary leaders.

48 years later, John Clements continues to offer superior services that included recruitment (from non-managerial to C-level positions), large scale staffing, RPO, outsourced staffing, overseas recruitment, leadership development training with digital learning platforms, 360-degree assessment and coaching all specially designed for our partners’ needs. Keeping ahead of the game in digitalization, we also invested in AI and Data Science.

Working with CrossKnowledge, a global leader in digital learning solutions, and Zenger Folkman, enables John Clements to offer world-class talent development programs that elevate the leadership capabilities of professionals, transforming them into extraordinary leaders of change. Our “deep purpose” as a company is to build our country, uplift the lives of Filipinos, and develop successful leaders.

HEAD OFFICE

John Clements Consultants, Inc.

14th Floor, LKG Tower, 6801 Ayala Avenue

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