Job Description

Requisition Number: 1543 Position Title: ROS Business Services Spec External Description: JOB DESCRIPTION

Job Title:

Analyst/Specialist- Support Center (Financial Shared Services)


Job Code:

90129


Business Group/Department:

FSS – B2B or B2C


Reports To

Team Lead or above

• Voicemail and chat support to the talents for payroll queries, updating details and queries related to taxes and paychecks

5%

• Liaising with internal and external stakeholders to learn and expand the knowledge

5%

• Working on open tickets created due to missing/incomplete information shared

20%

• Taking Talents calls for payroll queries, updating details and queries related to taxes and paychecks

70%

Operational Shift/Training Shift: TBD- Coverage of 8 am to 8 pm Eastern Std. Time zone (which means 6.30 pm to 6.30 am IST) - As per business needs shift (9 hours shifts) start and end will be as per the timings (Mon to Fri) (Flexibility expected from team member to match business needs)
Education & Qualifications (Required and Preferred):

• Bachelor’s Degree or UG with excellent communication skills and Customer Service/Calling background
• Nights Shifts- IST

Key Competencies:

• Manage large amounts of inbound in a timely manner
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
• Identify and escalate issues to Supervisor or to the appropriate team
• Follow up Talent calls where necessary
• Recognize, document and apprise the management team about the trends in customer calls.
• Document all call information according to the Standard Operating Procedure in a comprehensible way
• Frequently attend educational seminars to improve knowledge and performance level.
• Meet personal/team qualitative and quantitative targets
• Customer focus and adaptability to different personality types
• Time Management
• Knowledge of customer service practices and principles
• Strong phone and verbal communication skills along with active listening
• Excellent typing skills
• Customer focus and adaptability to different personality types

Decision Making Authority: What is the nature of the direct supervision that is provided to the incumbent of this position? The Business Support Specialist will be the liaison between our company and its current talents. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.
Organizational Structure:
Job Title this position reports: This position will report to Team Lead or above- B2B or B2C Job Titles directly reporting to this position: NA
Supervisory Responsibility: X No supervisory responsibility

• Provides guidance, leadership, or training to other employees (no direct supervision)

• Directly responsible for supervising non-exempt, clerical, or office administrative personnel

Directly responsible for supervising exempt, professional, or technical employees

• Directly responsible for supervising supervisory/managerial employees

• No direct reports but manages a process

Working Conditions: Please describe the following work conditions that are generally required to execute the principal duties of this position Physical surroundings (e.g. office equipment): Office Environment Adverse working environment (e.g. specify extent of exposure to noise, extreme temperature, dirt, dangerous machinery or other hazardous conditions requiring safety adherence and/or PPE equipment): NA Physical Effort: (Specify repetitive lifting, bending, stooping, or other physical effort required): NA Domestic/International Travel: None Extensive Hours: 45/average
The above statements are intended to describe the general nature and level of work being performed by persons assigned to this position. They are not intended to be an exhaustive list of all associated responsibilities, skills, efforts or working conditions. Randstad USA, reserves the right to change, amend, add, delete and otherwise assign any and all duties, responsibilities and position titles as it deems necessary to meet the needs of the business.