Performance Associate

Skill required: Employee Services - Customer Care


Designation: Performance Associate


Qualifications:Any Graduation


Years of Experience:1 to 3 years

Language - Ability:English - Advanced


What would you do?
Improve workforce performance and productivity, boosts business agility, increases revenue and reduces costsThis role provides client services for Comp & Benefits to ensure tasks are completed correctly and resource efficiencies are maintained, works closely with Delivery Service Management to identify and escalate client issues; obtains and confirms pending information / documentation, and adds and amends transaction information to client/systems responding to changes (via e-mail / telephone) so as to maintain a current visible HR records for the client. Employee Services - More into query/case management

Strong customer orientation - high level of responsiveness to urgent requests or troubleshooting.

Resilient and able to work under pressure

Organization & prioritisation skills to deliver as per deadlines

Attention to detail & quality driven – in communications and all system transactions

Demonstrate high levels of confidentiality

Team Work & collaboration

Multi-cultural awareness

Flexibile to work in ShiftsActivities, services, and interactions to address the needs, inquiries, and concerns of its customers. It involves establishing and maintaining positive relationships, offering assistance, and ensuring customer satisfaction by addressing issues promptly and effectively. Customer care encompasses various channels, such as customer support hotlines, email support, live chat, and in person interactions, with the aim of delivering a high level of service and fostering loyalty.


What are we looking for?

Adaptable and flexible

Ability to perform under pressure

Problem-solving skills

Detail orientation

Ability to establish strong client relationship

Knowledge of Comp & Benefits and Performance management Processes.

Strong command on written and verbal English language

Knowledge of MS Office/Excel Skills would be a plus

Knowledge of Successfactors would be a plus

Read, understand and analyze client process as per the business rules.

Execute full range of the process accurately and timely as a hands on processor.

Escalate issues and seek advice when faced with complex issues/problems.

Follow Work Instructions while processing

Highlight any anomalies in Work Instructions/process documentation to the SME/Leads.

Participate in client conference calls, where required and manage appropriate documentation.

Perform â"Root Cause Analysisâ" on issues faces and suggest appropriate corrective action for current remediation and future control.

Must be able to propose process improvement ideas which can reduce time, improved accuracy or enhance controls

Must have clear understanding of the existing matrices in the process, how they are measured and improvise the measurement system to make it more effective and transparent.

Update process metrics on daily basis and maintain MIS.

Always demonstrate the highest level of customer service.

Pay close attention to detail and follow through to resolve any outstanding issues.

Goes beyond immediate requests and activities to ensure both own and related tasks are completed.

Update client applications accurately and quickly in accord

Roles and Responsibilities:

In this role you are required to solve routine problems, largely through precedent and referral to general guidelines

Your expected interactions are within your own team and direct supervisor

You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments

The decisions that you make would impact your own work

You will be an individual contributor as a part of a team, with a predetermined, focused scope of work

Please note that this role may require you to work in rotational shifts

Qualifications
Any Graduation