Help Desk Specialist
Herbalife GBSC Krakow
About the role:
The GBS Account and Client Management Help Desk Agent will manage a customer-focused Help Desk that will be offering top quality front line support to employees, external and internal customers related to GBS Finance and Human Resources functions. This position will be responsible to handle phone calls as well as manage inquiries received via case management systems.
In this role you will:
- Deliver high service level quality according to KPIs and SLAs defined in the Service Partnership Agreements and all relevant productivity targets
- Resolve all day-to-day related issues and inquiries raised by employees, internal and external parties
- Use ServiceNow case management system to manage and close cases received according to the instructions and guidelines received
- Ensure compliance to helpdesk and case management policies
- Perform all helpdesk and case management service support activities
- Review queries for all relevant process areas (supplier management, invoice issues, etc.)
- Monitor existing ticket queues, resolve and send resolutions to requestor where possible, escalate tickets and inform users on lead times according to set guidelines
- Identify potential problems and/ or delays in resolution and notify internal/external customers or employees
- Escalate cases for exception handling as appropriate / defined
- Establish, manage and grow relationships with both internal and external customers
- Provide input to the continuous process improvement team, ensure that all process controls are operational, actively identifying control gaps and recommend possible solutions
- Ensure compliance with GBS standard processes
- Deliver input and insights regarding necessary updates of the Knowledge Database
Our Requirements:
- Fluent Polish language
- Good command of English language, both written and verbal, min. B2 level
- 2+ years of experience in help desk environment or customer service
- Solid user of Microsoft Office applications
- Bachelor’s or Associate Degree in Business Administration, Accounting, Human Resources or another business related field
- Experience in Finance and HR processes
- Experience in Oracle and ServiceNow Case Management
- Strong focus in providing the highest level of customer service to both internal and external customers
- Empathetic, Confident, self motivated and enthusiastic
- Accepting/adapting to cultural differences
- Process improvement skills
- Task & time management skills
- Able to perform root-cause analysis and come up with suggested solutions
- Ability to interact courteously with customers and ensure interactions provides a high quality of service
- Ability to analyze customer needs through soliciting, evaluating and acting upon customer feedback
- Ability to coordinate with other internal departments to deliver a seamless service to customers.
We offer:
- Luxmed VIP package sponsored by the company
- Mybenefit System (Kafeteria or Multisport Card)
- Life and Health Insurance
- Extra hours off - wellness hours 15h per year
- Hybrid work - 3 days in the office / 2 days from home
- Annual bonus + Easter, Christmas & Vacation bonuses
- Personal development opportunities and access to online training environments like free access to the LinkedIn Learning platform
- Unlimited access to company products in the kitchen
- Free parking slots - first come first served via company application
- Family and entertainment events like Santa Clause and Children's Day
- Possibility to shape our company through CI activities & programs.
Who we are:
Herbalife is a global nutrition company that has helped people pursue a healthy, active life since 1980. Our nutrition, weight-management and personal care products are available exclusively to and through dedicated independent Members in more than 90 countries.
Our company offers a culture focused on people, their needs, relationships and career to help expand talents and a chance to change lives: https://iamherbalifenutrition.com/
For 40 years, we've known that good nutrition leads to a better life. If you're ready to help us on our mission for nutrition, we want to hear from you today.
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