Honeywell Lead Operations Specialist in San Luis Potosi, Mexico
The HR Contact Center Senior Specialist is an individual contributor role with the responsibility of resolving customers’ problems and questions received through phone call, email and chat as stated in the customer Service Level Contract. This role will report into the HR Contact Center Leader.
• Provide navigational assistance for HR applications - support via email, chat and phone • Ensure to provide excellent customer service in a timely and accurate manner • Assist directly or route customers to the appropriate groups for assistance • Have end-to-end ownership of the request and ensure closure only once it is complete • Track, follow-up and resolve customer’s outstanding issues in a timely fashion • Ensure customer is provided timely updates on the request • Create a positive customer experience in every interaction • Escalate to Experts/Technology/Vendors on time, for issue resolution, which is out of scope • Participate actively in Tier Meeting, Team Meetings, and Training • Contribute to Kaizen culture by identifying opportunities to improve • Adhere to prescribed Standardized Work and support in keeping the documentation up-to-date. • Adhere to prescribed CRM Standard Operating Procedures (SOP) and Critical to Quality (CTQ) elements • Participate in activities, training programs and events related to Honeywell Operating System (HOS)
• Bachelor’s Degree • Fluent in English and Spanish; French and Portuguese language is a plus • Good communication (written and spoken) and demonstrates active listening skills • Proficient in MS Office (Word, Excel, PowerPoint) • Knowledge of Customer Relationship Management (CRM) application • Basic knowledge of HR processes and back-end operations • Effective call-handling skills and experience in interacting with global customers • Strong communication skills and professional presence to handle email, chat and call support
Job: *Human Resources
Title: Lead Operations Specialist
Location: MEX-SLP-San Luis Potosi
Requisition ID: 00355259