Manage expectations of various stakeholders.
Good Verbal and listening skills.
Should have good email etiquette.
well conversant in English , French and local language
Single Point of Contact / First Point of Contact – Global HR Helpdesk person would be answering the queries of the Users
Eye for detail
Build relationships and check to ensure he/she is understood, and understands, when working with customers from other cultures
Identifies, diagnoses, and resolves Level One problems of the SunGard employees
Respond to requests via phone, emails – answer Calls and reply to emails as and when required.
Respond to Voicemails – call back and assist the person
Track and route problems and requests and document resolutions
Answer and Receive all Inbound calls , emails
Listen and analyze all queries
Document the required information
Identify the problems quickly and precisely – One Call Resolution is expected
Handle queries and complaints of customers in a kind, professional and tactful manner
Answer all Voicemails, work and contact the user/caller
Assign the query to the next level if not within the scope
Update and share all the information within the team
Follow the agreed pattern of escalation
Solve the problem or get the issue fixed and inform the caller/user
Preferably having worked in service industry e.g Business Process Outsourcing , Customer Care industry or having worked on HR tool / application e.g HRIS, Workday, or any similar HR tool.
Communication : Good in Verbal ,Written and Listening – English & French
Should be able to cater to English and French calls and queries
Flexibility in working in shifts (rotational) that includes Night Shift to support the US time zone and if Business requirement work during the weekends
Should be able to understand the customer/user requirement
Able to work under pressure
Sensitive towards different Culture
Should have the required phone etiquettes
Should take ownership and responsibility of any assignment / tasks within or outside the scope. Commitment towards work is very essential
FIS is a global leader in financial services technology, with a focus on retail and institutional banking, payments, asset and wealth management, risk & compliance, consulting and outsourcing solutions. Through the depth and breadth of our solutions portfolio, global capabilities and domain expertise, FIS serves more than 20,000 clients in over 130 countries. Headquartered in Jacksonville, Fla., FIS employs more than 55,000 people worldwide and holds leadership positions in payment processing, financial software and banking solutions. Providing software, services and outsourcing of the technology that empowers the financial world, FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index. Learn more at www.fisglobal.com