Sr. Representative, People Solutions Center

Job Description

Job Title:<p><br></p>Sr. Representative, People Solutions Center<p><br></p><strong>Job Description</strong><p><br></p>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.<p><br></p>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.<p><br></p>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.<p><br></p>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.<p><br></p>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.<p><br></p>PSC Reps will support and guide employees and people managers to increase their confidence and ability to address their employee related issues themselves.<p><br></p><strong>Responsibilities</strong><p><br></p><ul><li>Professionally manage multiple communication channels to engage with and resolve staff queries and concerns.</li><li>Focus on first time resolution, not directing employees to other functions but providing a high level of customer service and support</li><li>Know how to quickly search and find data / knowledge from the various information systems as required in pursuit query / concern resolution.</li><li>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.</li><li>Maintaining excellent standards of integrity, professionalism and confidentiality at all times, challenging those whose behaviours are not reflective of Concentrix culture and values</li><li>Facilitate the creation of a case if the employee has not already done so, where appropriate</li><li>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.</li></ul><p><br></p><strong>Skills &amp; Qualifications</strong><p><br></p><ul><li>Customer service experience in a similar environment</li><li>Languages : English and Arabic ( Must be fluent / advanced understanding )</li><li>Well-developed planning and organizational skills, with a proven ability to prioritize tasks and effectively manage your workload</li><li>Computer literate (Microsoft Office Suite and ability to learn other technology systems)</li><li>Excellent customer service skills</li><li>Excellent Oral and written communication</li><li>Well-developed problem-solving skills, with the ability to construct, document and communicate answers to questions.</li><li>Ability to manage multiple tasks</li><li>Consistent past performance on meeting SLAs and targets</li><li>Minimum high school/GED or regional/country equivalence</li></ul><p><br></p><u>Behavioural Competencies</u><p><br></p><ul><li>Entrepreneurial in Action</li><li>Be Agile, Be Adaptive</li><li>Be Great Together</li><li>Build Character, Grow People</li><li>Connect and Care</li><li>Dare to Imagine</li><li>Solution Mindset</li></ul><p><br></p>Location:<p><br></p>Egypt, Cairo<p><br></p>Language Requirements:<p><br></p>Arabic (Required), English<p><br></p>Time Type:<p><br></p>Full time<p><br></p><strong>If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents</strong><p><br></p><strong>R1399115</strong>