Customer Service Advisor Job Vacancy in XPO Logistics Pune, Maharashtra – Latest Jobs in Pune, Maharashtra

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Company Name : XPO Logistics
Location : Pune, Maharashtra
Position : Customer Service Advisor

Job Description : As the Customer Service Advisor, you are the primary contact for managers, employees, and even other HR professionals across the company tasked with handling day-to-day questions and requests regarding HR/Payroll and company policies, processes, tools, and programs. In addition to providing information and guidance, you’ll perform basic transactions in the HR system of record (e.g., SuccessFactors) and maintain confidentiality in dealing with employee records and business information. If you’re looking for a growth opportunity and a better lifestyle, join us at XPO.
What you’ll do on a typical day:
Answers general questions regarding portal navigation, HR applications use, and HR/Payroll policies and procedures
Demonstrate excellent customer service according to established call quality standards and management direction
Execute transactions (e.g., transfer, address change, voluntary separation, work schedule change, other personnel data changes) as assigned according to proper procedure, policy, and direction
Probe to understand customer needs for requests that are out of scope. Edit, route, resolve, and/or close cases according to established case quality standards and management direction
Ensure complete and accurate documentation of all customer requests in the case management tool.
Demonstrated ability to de-escalate customer issue/scenarios
Appropriately communicate new call topics, trends or unusually high demand
Seek guidance as needed or directed from Senior CSRs, supervisors, or managers to assure that customer calls and cases are handled appropriately
Navigate and utilize various applications for Case management, People Management, Payroll Statements, Time & Attendance, Knowledge Management, Unemployment, etc.
Transfer or escalate more complex, critical, and/or confidential inquiries/requests to management or Tier 2 Human Resources Shared Service Center teams as appropriate
Consistently meet all customer satisfaction and productivity standards
What you need to succeed at XPO:
At a minimum, you’ll need:
1 year of related experience
Experience with Microsoft Office products such as Word, PowerPoint and Excel.
It’d be great if you also have:
Associates or bachelor’s degree in Business, Human Resources or similar field.
3 years of related experience
Experience with HRIS systems such as SuccessFactors
Be part of something big.
XPO is a leading provider of world-class solutions to the most successful companies in the world. We help our customers manage their goods most efficiently using our technology and services. Our greatest strength is our global team – energetic, innovative people of all experience levels and talents who make XPO a great place to work.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.Review XPO’s candidate privacy statement here.

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