Customer Support Services Specialist

1 week ago

Hyderabad, Telangana, India Trinet Zenefits Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Role & responsibilities

Job Summary

The Customer Support Services Specialist serves as the initial point of entry for customer inquiry resolution (via phone, email, chat, or services cases) on a wide range of human resources related topics. The position ensures the effective delivery of TriNet services in the areas of benefits, payroll, and human resources; resolving service issues, identifying service opportunities, and informing management of key developments that may require escalation to more specialized TriNet resources.  The role will provide an incredible client experience in a contact Center environment by answering and documenting inbound calls, emails, and chats with an emphasis on first contact resolution of service issues.

Key Responsibilities

  • Provide excellent customer service to TriNet clients and worksite employees in various areas of subject matter expertise; including payroll, benefits and human resources related inquiries.
  • Works to resolve customer issues and inquiries via phone, email, chat and service cases.
  • Ensures proper triage, escalation and effective resolution of more complex inquiries to the appropriate subject matter expert
  • Documents all customer interactions in the CRM system (Salesforce)
  • Manages open cases in CRM system to resolution in shortest possible timeframe while keeping customers regularly informed of status and anticipated resolution timing.
  • Responsible for consistently meeting established key performance indicator metrics as defined by management and being accountable to TriNets customer retention and customer satisfaction goals.
  • Strives to deliver first contact resolution
  • Works with a sense of urgency to provide accurate information in a friendly, professional, and empathetic manner translating to a positive customer experience

Preferred candidate profile

Work Experience

  • Typically, 2+years of Customer service Experience .
  • Typically 2+ years of HR or related payroll and benefits experience.

Knowledge, Skills & Abilities

  • Fluency in English
  • Knowledge of US Payroll, Benefits, or HR
  • Proficiency in Microsoft Office Suite, PeopleSoft and SalesForce
  • Knowledge of contact center technologies (Telephony, CRM, Call Monitoring, Workforce Management etc.)
  • Ability to follow established procedures in a timely, accurate manner.
  • Ability to maintain confidentiality of corporate data
  • A demonstrated commitment to high professional ethical standards and a diverse workplace
  • Excellent verbal and written communication skills.
  • Minimum typing proficiency of 35 words per minute.
  • Ability to communicate with employees at all levels of the organization.
  • Ability to adapt to a fast paced continually changing business and work environment while managing multiple priorities.
  • Able to gain a substantial understanding of the job quickly and apply knowledge and skills to complete a wide range of tasks.
  • Ability to work US daytime hours (5 AM to 5 PM PST)

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