Main responsibilities:
Responsible for responding to and resolving client cases seeking first time quality following standard processes and tools.
Manages work quality through self-audit for accuracy, timeliness and completeness of work Seeks satisfactory case conclusion for clients whether it be through direct resolution or resolution via handoff/third party groups.
Engage in issue resolution procedures and follow escalation processes.
Complies with Syngenta’s standards, procedures and policies, as well as regulatory requirements.
Produce standard correspondence by following existing templates. Adhere to client formatting and quality standards.
Respond to information requests by searching, summarizing research results and compiling in requested format. Escalate to supervisor as appropriate.
Deliver client satisfaction through accurate delivery and demonstration of ownership.
Responsible to comply with Service delivery metrics (KPIs, SLAs, OLAs).
Build and maintain processes documentation such as Work instructions, desktop procedures, etc . Support any audit process and provide required information.
May serve as technical and functional resource to other team members.
Directs quality assurance activities to monitor and improve proficiency, productivity, and quality of own work and of other team members.
Responsible to review and validate the payroll processing for LAS and LAN countries, according to the local regulation and Syngenta policies.