Customer Care Specialist (SAP HCM)

Position Type: Mid to Senior - Individual Contributor

Employment Type: Full-Time

Work Schedule & Setup: Hybrid/Potentially AU shift, Indian shift, or EU shift

Base Salary: Php 80,000 - Php 110,000

Location: BGC, Taguig City

Industry: Software Solutions

About the Job:

Join our client team as a Customer Care Specialist, where you'll oversee the seamless handling of customer support tickets, ensuring adherence to SLAs and delivering exceptional service to both internal and external stakeholders. Interested in learning more? Apply now!

Company Profile:

As a trailblazer in HR and Payroll Reporting, our client provides cutting-edge solutions and stands out as a pivotal player in the Computer Systems Design and Related Services industry, setting the standard for excellence globally.

Join our client team and unlock a range of enticing benefits, including:

• Competitive Basic Pay
• Government Mandated Benefits
  
• Allowances
• HMO
• Leave Credits
• Bonuses
• Other Exciting Benefits

Required Qualifications:

• Knowledge of Human Resources functional aspects – Personnel Administration and Payroll knowledge.
• Skills in SAP HR - Basic navigation.
• Highly proficient in product suite and processes.
• Familiarity with Jira Help Desk and Confluence.
  

SAP Skills:

• HR050 - Business Processes in SAP
• HR100 - Basics of Personnel Administration
• HR305 - Configuration of Master Data
• HR505 - Organizational Management
• HR110 - Business Process in HCM Payroll
• HR390 - Introduction to Payroll
• SuccessFactors EC/ECP, Recruitment is a plus.

Preferred Qualifications:

• Excellent verbal communication skills.
• Excellent interpersonal skills and patience to interact with customers of different backgrounds.
• Excellent written skills for formulating customer correspondence, procedural documentation, and creating detailed issue logs.
• Analytical skills to examine problems and find correct resolutions.
• Time management and organization skills for efficient planning and workload organization.
• Strong listening and collaboration skills with a willingness to be mentored.
• Achievement-focused with an ability to work with a high degree of autonomy.
• Ability to discern best practices that promote efficiency and scalability.
• Excellent problem-solving and troubleshooting skills.
• Passion for learning new skills for career advancement and better customer service.

Scope & Responsibilities:

• Assess all customer support tickets that enter our system and ensure they are being actioned appropriately according to SLAs.
• Deal directly with internal and external customers daily to resolve a variety of incidents or complaints.
• Comply with the Support Working Instructions for problem resolution, notifications, escalations, and performance metric reporting.
• Ensure our SLA obligations are met at all times, including continuous monitoring of open tickets or tickets awaiting customer response. You will be responsible for keeping the backlog of open tickets to a minimum.
• Be proactive in resolving issues as they arise quickly and effectively.
• Establish and ensure adherence to schedules, work plans, and performance requirements.
• Assist and advise on appropriate tools and logistics for effective support metric reporting.
• Conduct yourself professionally among co-workers and in correspondence with clients.
• Have a proactive, supportive, and positive attitude toward:
  • Customers
  • Internal Customers
  • Support Cases (phone calls / tickets / etc.)
  • Build trust, value others, communicate effectively, drive execution, foster innovation, collaborate with others, solve problems creatively and strive for personal improvement/development.
  • Meet weekly with the Head of Support to discuss KPI’s.

About Likha Careers:

Likha is a traditional Tagalog (Filipino) word that means ‘to create’ or creation. At its core, Likha Careers exists to help create a world where people of all walks of life have the opportunity to participate in a positive and rewarding career where happiness, pride, and financial security are achieved. We do this through thoughtful, people-centric career services.

Let’s create your career together!