LiveSupportAdvisor

Job Title: MyHR Live Support Advisor s, MHLS

This role is a perfect opportunity to showcase your exceptional customer service skills and make a real impact in people's lives. As a member of our team, you will be working closely with employees from diverse backgrounds and cultures, providing them with personalized support and solutions to their inquiries.

Key Responsibilities:

• Handle high volumes of live contacts through phone calls and chats, ensuring each interaction is resolved with a high degree of problem-solving and customer obsession.
• Resolve inquiries holistically by referring to available documentation such as frequently asked questions, knowledge base articles, and standard operating procedures – escalate when these cannot be resolved.
• Build customer trust through empathetic, personalized conversations by assessing and adjusting resolution plans to each employee's changing needs during live interactions.
• Respond promptly to employees' urgent issues, ensuring the right communication and documentation occurs, even when information is limited.
• Use high judgment, critical thinking, and rationale to balance process adherence with employees' needs, analyzing and deciding on resolutions for their requests in real-time.
• Consistently consult and collaborate with partner teams on process changes to resolve cross-functional issues and improve policies.
• Maintain high performance metrics in areas such as contact handling time, first-contact resolution, and customer satisfaction scores.
• Adhere to set schedules, including timed breaks and lunches, to ensure consistent coverage and support for our 24/7 contact center operations.
• Demonstrate flexibility in working various shifts, including evenings, weekends, and overnight shifts, to support our global workforce across different time zones.

Requirements:

• Must have Bachelor's Degree or Master's degree
• 0-10+ years' experience in contact center, customer service, human resources or equivalent experience.
• Fluent communication and writing skills in English (+85%).
• Schedule flexibility (support a 24x7 operations).
• Internet connection before joining date with a speed range of Mbps

Preferred Qualifications:

• 5+ years' experience in contact center, customer service, human resources or equivalent experience.
• Basic US legislation Leave of Absence and Accommodations knowledge.
• Knowledge of US federal and state leave and disability laws.
• Experience in providing consultation and guidance on human resources, benefits, or complex employee matters.
• Experience dealing with customers and exceptional use of empathy skills.
• Proven ability to adjust to constantly changing workloads and manage customer contacts in a fast pace environment.
• Ability to manage confidential and sensitive employee information and adhere to strict data privacy standards.
• Detail oriented with ability to analyze, problem solve, organize and manage multiple priorities.