Senior Representative Customer Services and Technical Support

Job Description
Find purpose in each day while contributing to a workplace revolution
SHL – People Science. People Answers
Are you ready for a role that keeps you on your toes and rewards your problem-solving skills? Join SHL as a
Senior Representative – Customer Services and Technical Support (AMS Shift)
and become the first line of support for our global clients. You'll be at the heart of delivering exceptional service—resolving technical issues, supporting SHL systems and services, and building strong customer relationships every day.

A great benefits package is offered in a culture where career development, with ongoing manager guidance, collaboration, flexibility, diversity, and inclusivity are all intrinsic to our culture. There is a huge investment in SHL currently so there's no better time to become a part of something transformational..

Shift Timing:
7 PM – 4 AM (IST)

What You'll Be Doing

• Deliver top-tier first-line technical support to SHL clients across global regions, both proactively and reactively.
• Strive for first-contact resolution to ensure efficiency and outstanding customer satisfaction.
• Troubleshoot and resolve technical issues related to SHL platforms, products, or services.
• Communicate professionally with clients through approved channels, ensuring prompt and informative responses.
• Escalate complex issues to internal departments when needed, ensuring timely resolution and seamless handoffs.
• Manage and track open cases, ensuring SLAs are met and all updates are clearly documented.
• Maintain accurate records of client communications and support activities.
• Assist with client audits and data reviews, ensuring data readiness and compliance.
• Contribute to identifying recurring issues and support continuous improvement efforts in processes and tools.

Essential
What we are looking for from you:

• Extensive experience in a customer contact/customer delivery environment.
• Proficient in working with and KPIs and SLAs.
• Strong MS Excel, including graphs, pivot tables, charts.

Desirable:

• Capability to perform effectively in adverse and volatile scenarios.
• Outstanding written and oral communication abilities.
• Working towards milestones, reporting progress, and handling change requests.

Get in touch: Find out how this one-off opportunity can help you to achieve your career goals by making an application to our knowledgeable and friendly Talent Acquisition team. Choose a new path with SHL.

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About Us
SHL helps companies optimize performance and productivity through deep people insights. Our market-leading people analytics and technology equip leaders and their teams to make confident, data-driven talent decisions that lead to stronger business outcomes.

We anticipate, and help organizations solve, their most pressing talent challenges. Our science and technology maximize the potential of people through data driven insights, an unmatched portfolio of products, engaging experiences built on science and global expert services. From Talent Acquisition through Talent Management we create diverse, agile, and innovative workforces across the globe. We need highly motivated people to join our dynamic global team. We're driven by Strong Connections, Curiosity, Fearless Innovation, and Impact.

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What SHL Can Offer You

• A culture comprised of diverse, global teams who have a passion for collaboration and client service.
• A comprehensive benefits package.
• Support, coaching, and on-the-job development to achieve career success.
• The ability to engage, influence, and impact a broad array of the world's leading executives.

Our mission is to maximize people's potential.

At SHL, we love what we do and the good it creates for our customers and our people, it's our obsession. Our culture is inclusive; we embrace diverse perspectives and collaboration to drive forward innovation and growth.

We build strong relationships based on honest conversations, ongoing feedback and a healthy dose of fun.

We challenge, inspire and develop each other, which empowers us to own our destiny and our careers.

We support each other – always. If this is important to you, consider a career at SHL.

SHL is an equal opportunity employer.