Receive inbound inquiries via multiple channels (Phone, Chat, Web and other digital intake channels), for multiple functions, for multiple regions (ASPAC, EMEA, NA, LATAM), understand and clarify the need, investigate, answer the inquiries and assist in the resolution of concerns leveraging Experience Center Guide and IOPs, and AskGS references and content.  

Access enabling technology to complete client inquiries and transactions. 

Fully document all cases in case management application. 

Work with complex cases within the team or escalate to higher tier for resolution or contact with third party vendors as appropriate in order to uphold effective and timely resolution. 

Escalate customer service issues to Experience Center Lead, Senior Associates / Advisors or Manager as necessary. 

Take ownership of all Experience Center assigned tasks, initiatives, and inquiries and make sure that they are resolved / completed efficiently and with a superior level of quality. 

Assist and encourage users / customers to make effective use of self-service options, systems, products, services, etc. to drive rapid resolution and empower customers; educate and inform customers of the full range of Global Services resources available to them.                       

Deliver exemplary performances by ensuring all Key Performance Indicators are at goal 

Continuously improve call handling skills, systems knowledge, and communications skills, thus, enhancing customer service levels.  

Completes all digital acumen courses to develop understanding of available tools and technology to use platforms more efficiently and potentially come up with own ideas to improve processes. 

Help identify Experience Center  functions or processes for improvement on daily operational processes and provide support to implement these initiatives by highlighting and discussing key changes/improvement programs with the Experience Center Lead, Senior Associates and Advisor. 

Contribute positively to a knowledge sharing environment by documenting and sharing all relevant working experiences with Contact issue resolution for knowledge database future reference.  

Communicate and interact effectively with customers and team members of the Global Services team(s); develop credibility and trusted mutually respected relationships with customers, supervisors, and team members.