Associate Analyst (customer service experience preferred)

Korn Ferry; Philippines; On-site; PHP 30,000 - 60,000; Full time

Job summary

Korn Ferry in the Philippines seeks a client-focused Analyst to deliver a high-quality customer experience across online reward, engagement and leadership and talent business. You will coordinate pay/benefits data, manage engagement and multi-rater surveys, and collaborate with global clients to ensure timely, accurate results.

Educating clients, setting up programs, data management, and generating reports are core duties.

Qualifications

• Associates or BA degree in technical discipline or equivalent experience.
• At least 1 year’s professional experience in a corporate setting is desired.
• Excellent written and oral communication skills in English.
• Strong computer skills, particularly Microsoft Excel, PowerPoint and Outlook.
• Operations or systems management experience a plus.
• Ability to work independently and as part of a cross-functional team.

Responsibilities

• Educate and guide clients through the survey process, timelines, customization and communications.
• Set up programs and associated survey instruments.
• Management and upload of client participant data files.
• Monitor data collection levels and rater registration.
• Perform standard statistical analysis of client data for reports.
• Organize program timelines with internal and external clients and notify progress.
• Escalate issues and develop best practices with manager and team.
• Collaborate with customer support, technology, QA and development teams to resolve problems.

Skills

Customer service

English communication

Multi-tasking

Analytical thinking

Problem solving

Team collaboration

Attention to detail

Time management

Education

Associates or BA degree in technical discipline

Tools

Microsoft Excel

PowerPoint

Outlook

Job description

The main purpose of this role is to deliver a high-quality customer experience across online reward, engagement and leadership and talent business.

The Analyst will collaborate and work closely with global clients to coordinate collection of their pay and benefits data, administer employee engagement and multi-rater survey projects, including 360-degree feedback, learning agility, high potential and succession management, and assessment solution projects. This includes:

• Educating and guiding clients through the survey process, establishing timelines linked to our service level agreements, customization, and communication pieces
• Setting up the programs and associated survey instruments
• Management and upload of client participant data files
• Monitoring data collection levels and rater registration
• Performing standard statistical analysis of client data in the generation and delivery of client reports
• Organizing program timelines with internal and external clients and notifying them of progress as necessary
• Compliance to protocols and incorporate best practice processes while proactively identifying problems associated with programs
• Make decisions on how best to serve our clients and escal...
• Work with manager and team members to develop best practices and improve processes

This professional works with others, including customer technical support specialists, technology specialists, quality assurance, and development teams to respond to problems and resolve those problems. They must have a background in providing support, an attitude that fosters customer satisfaction, a "can do" frame of mind, and respond well to all manner of potentially difficult situations. This professional must deal well with people under all types of situations, remembering that the goal is to "solve the problem," while maintaining a positive perspective.

This includes:

• Answers calls within time guidelines.
• Monitors and responds to help desk mail box within 24 hours.
• Analyzes and interprets client questions to determine the problem and solve it.
• Improve customer satisfaction through delivery of excellent support
• Support other team members in busy times or absences so that customers are dealt with in a timely manner; that bottlenecks or gaps are removed and that the customer is the first consideration.
• Other duties as assigned

• Professionalism: Ability to present oneself in a professional demeanor both through communications and in person.
• Striving for Excellence: Ability to attend to the details necessary for success including executing individual activities in a way that ensures the achievement of challenging goals with tight deadlines.
• Impact & Influence: Ability to follow, understand, and implement global and team objectives.
• Courageous: Be willing to suggest changes to existing processes to improve productive efficiency and work with others to implement changes. In addition, have the confidence to know the boundaries of the team’s subject area and ask for assistance when needed.
• Ensuring Collaboration: Working with others from different internal and external positions to achieve group, organizational, and client goals.
• Customer Service Orientation: Desire to help or serve others to meet their needs.
• Keeping on Point: Can quickly separate the mission-critical from the nice to dos and the trivial; quickly senses what's the next most useful thing to work on; focuses on the critical few tasks that really add value and puts aside or delays the rest.
• Communicating Effectively: Writes and presents effectively; adjusts to fit the audience and the message; strongly gets a message across. Relating Skills Warm, friendly, and interpersonally agile; easy to approach and talk to; relates well to all kinds of people; makes a pleasant first impression and builds solid relationships.
• Caring About Others: Quick to help others; has and shows empathy and sympathy for others; truly cares and is concerned; goes out of his/her way for others; makes time to listen; makes allowances for those in trouble.
• Demonstrating Personal Flexibility: Open to lifelong, continuous personal improvement; aware of self and impact on others; responsive to feedback; is very flexible; can act in ways that seem contradictory and is adaptable to demand characteristics of different situations.

Experience & Other Qualifications

General

• Associates or BA degree in technical discipline or equivalent experience
• At least 1 year’s professional experience in a corporate setting is desired
• Organizational skills including the ability to multi-task, prioritize/plan activities without supervision and review & improve work processes/ practices
• High level of accuracy and attention to detail, superior analytical and troubleshooting skills
• Must have excellent written and oral communication skills in English
• Strong computer skills, particularly Microsoft Excel, PowerPoint and Outlook
• Operations or systems management experience a plus
• Ability to quickly learn and understand basics of new technologies
• Ability to work effectively both independently, and as part of cross-functional team while maintaining a good attitude under pressure

Client Support

• Business Support/ Customer Service experience for web-based applications highly desired
• Phone support experience highly desired
• Cultural and language sensitivity in dealing with customers whose first language is not English
• Building rapport and dealing with a wide range of people in a friendly and professional manner
• A desire and ability to develop a good understanding of the range of Korn Ferry Hay Group products and services and their applications.
• Ability to question and probe to obtain the information needed to resolve queries
• Experience using a customer case tracking system highly desired.
• Demonstrated track record of customer service delivery to a high standard