New 
Customer Service II - Bilingual
 Spectraforce Technologies | |
 | |
 Sep 16, 2026 | |
| DescriptionThis role is empowered to surpass expectations by collaborating, anticipating, driving to resolution, andserving with care, compassion, and confidence. This role takes ownership of the customer experienceand must maintain composure in difficult situations.Incumbent must demonstrate a stellar, seamless customer experience on and offline, coupled withattentive communication skills with a focus on patience, accuracy, and ability to listen compassionatelyand interpret requests from customers.Incumbent is empowered to solve requests and challenges via exceptional customer service that isconsistent, knowledgeable, and trusted.Incumbent must be able to communicate professionally and compassionately with HR colleagues aroundthe world and translate solutions and answers to customers in a way that enhances the customerexperience.Incumbent must be able to handle a high volume of requests with speed and accuracy.Incumbent must continuously strive to anticipate the needs of our customers.Responsibilities: Solve customer inquiries with timely, accurate, and professional replies while managingmultiple contact channels and continually prioritizing among static (case management,outbound calls, and emails) and dynamic (inbound calls, chats, emails) work. Partner with other HR service center team members or HR groups around the world to drive toresolution. Work with a sense of urgency appropriate for conditions. Identify at-risk/in distress customer relationships and initiate corrective action withcompassion through attentiveness to human need and utilizing available tools and resourcesand timely escalation. Identify and capture customer feedback and leverage opportunities to encourage and driveimprovements in team behaviors. Identify "Roadblocks" to quality customer service andrecommend improvements. Meet or exceed standards for both schedule adherence and reliability.COMPLEXITY OF WORK:More complex queries (cost center changes, intake for mass transactions, reporting relationshipchanges; org chart clean up; more complex job changes etc.). Some level of specialization, for examplelocal country HR programs and processes.CHANNELS: All intake channelsJOB PRIORITIES: Favors core Associate responsibilities Customer Contracts Cost Center Changes Intake of mass transactions Reporting Relationship changes Supervisory Organization Restructuring More complex job changesQUALIFICATIONSJob Specifications: Bachelor's degree preferred. A college degree in any business related field (no experience required if they hold a degree) HR experience - Workday or Zendesk experience is a plus Software knowledge a plus: Microsoft Office Programs, especially Excel, Workday (or othersystem of record experience highly preferred), Salesforce (or other CRM experience highlypreferred). Fluency in English is required; Spanish, fluency. Excellent telephone, written and verbal communications skills in Spanish necessary. Selected candidates must be able to work flexible work schedule and able to shift as per workdemands. (mandatory overtime is required seasonally)Required Skills: Strong organizational skills and handling multiple channels (phone calls, chats, emails,appointments) of incoming workload. The use of an extensive set of technology applications and a broad knowledge base of HRprocesses and programs. Strong relationships with peers and other HR groups; ability to navigate numerous stakeholdersand complex organizations with a constant focus on collaboration. Strong knowledge of HR programs and processes to identify continuous improvement opportunities Enable Skills-Based Hiring No Start Time (AM/PM) 10:30amEnd Time (AM/PM) 7:00pmCategory Admin/OfficeDate of Manager Spotlight Call or Exception Reason (No Value) | |