Description

The Service Experience Center Generalist will work to resolve global employee inquiries, concerns and issues regarding HR and Payroll processes through phone, email, web-form, and chat; delivering exceptional and consistent service to our Kenvuers.

This position reports into Service Experience Lead and is based at Bogotá, Colombia

Who We Are

At Kenvue, we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, we're the house of iconic brands - including NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON'S® and BAND-AID® that you already know and love. Science is our passion; care is our talent. Our global team is made by 22, 000 diverse and brilliant people, passionate about insights, innovation and committed to deliver the best products to our customers. With expertise and empathy, being a Kenvuer means to have the power to impact life of millions of people every day. We put people first, care fiercely, earn trust with science and solve with courage - and have brilliant opportunities waiting for you! Join us in shaping our future-and yours.

What You Will Do

The Service Experience Center Generalist will work to resolve global employee inquiries, concerns and issues regarding HR and Payroll processes through phone, email, web-form, and chat. This person works to meet all expected service levels and business performance goals, providing a full range of services.

Key Responsibilities

• Provide outstanding customer service by responding to employee inquiries promptly, professionally, and accurately through phone calls, emails, web-form and chat.

• Assist and encourage users/employees to make effective use of self-service options, systems, products, and services to drive rapid resolution and empower customers. Educate and inform employees of the full range of services available to them, promoting self-service as an efficient and convenient way to meet their needs.

• Effectively diagnose and troubleshoot issues, identify the root cause, and provide appropriate solutions. Escalate complex problems to higher-level support teams when necessary, ensuring timely resolution.

• Apply strong problem-solving skills to analyze complex customer issues, evaluate available resources, and propose creative solutions to meet employee needs, in accordance with standard operating procedures.

• Demonstrate proficiency in utilizing digital tools, platforms, and systems to deliver exceptional customer service and navigate various online resources effectively. Utilize case management systems and telephony tools to access customer information, log interactions, and efficiently address inquiries.

• Communicate with customers in a clear, concise, and empathetic manner, adapting your communication style to meet the needs and preferences of each employee.

• Actively participate in process improvement initiatives by identifying areas for optimization, suggesting improvements, and implementing best practices to enhance the overall employee experience.

• Adhere to quality standards and guidelines to ensure the delivery of accurate and high-quality customer service. Participate in quality monitoring programs and take corrective actions to address areas of improvement.

• Contribute to the development and maintenance of knowledge base articles, process documentation, and standard operating procedures.

What We Are Looking For

Required Qualifications

• Bachelor's degree completed

• 2 years of experience in Shared Services or Customer Service role or equivalent experience

• Strong preference will be given for multi-lingual speakers including English, Spanish & Portuguese

• Demonstrated ability to multitask, efficiently handle multiple tasks simultaneously, and manage time effectively in a fast-paced environment.

• Ability to empathize with customers, actively listen to their concerns, and maintain patience and composure during challenging interactions.

• Willingness to work in a shift-based schedule, including evenings, weekends, and holidays, to ensure comprehensive coverage in a 24/5 contact center environment.

Desired Qualifications

• Workday, Service now previous knowledge.

• Experience in a shared services organization (e.g. HR, Finance, Procurement, or Contact Center)

• Understanding of shared service and contact center operations

• Experience with service center technologies and processes

What's In It For You

• Competitive Benefit Package

• Paid Company Holidays, Paid Vacation, Volunteer Time, Summer Fridays & More!

• Learning & Development Opportunities

• Employee Resource Groups

• This list could vary based on location/region

Kenvue is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.