Call Intake (Hr Services) - Estée Lauder

ELC (Estee Lauder Companies) is a global leader in prestige beauty that delights consumers with transformative products and experiences, inspiring them to express their individual beauty. They are the only company focused solely on prestige makeup, skin care, fragrance and hair care with a diverse portfolio of 25+ brands sold in 150 countries. Infused throughout their organization is a passion for creativity and innovation; a desire to push the boundaries and invent the unexpected.

Job Functions:
This position is the first point of contact responsible for the resolution of employee and manager inquiries and requests that are escalated via phone, email, the HR portal, or other access channels. It provides exceptional customer service to Employee Services customers, inputs data and ensures data integrity. Leveraging tools such as case management tools to respond to and track employee and manager inquiries thus providing data and information as to the effectiveness of the HR organization.

Accountabilities:
Acts as the first point of contact responsible for the accurate resolution of employee and manager inquiries and requests that are escalated via phone, email, the HR portal, or other access channels.
Helps customers navigate through Tier 0 (self -service) materials and functionality.
Logs all calls, emails, PUI entry, Workflow approvals and other inquiries on the case management system. Updates other systems as needed.
Uses professional and customer-focused approach to handle customer inquiries. Ensures client privacy where appropriate, including confidentiality and protection of sensitive client reports or information. Ensures quality customer experience by communicating empathy to de-escalate difficult situations.

Qualifications:
Advanced command of English and Spanish
Previous customer service experience preferred
English is a most
1-3 years of experience

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