Global Services Specialist I

Shift: Flexible with US rotational shifts (India night shifts)

Responsibilities:

• Manages inbound and outbound client communications, responding to inquiries and conduct followup via assigned channel. Note this could be Voice, Email, or Chat.
• Review, research, and resolve client issues by using the tools, resources, system navigation, product knowledge, and functionality provided to support first contact resolution, escalating complex matters as appropriate.

• Respond promptly and accurately to client inquiries, ensuring adherence to SOPs, knowledge articles, compliance standards

• Accurately documents all interactions and uses multiple internal systems to support client needs.
• Maintains knowledge of Paychex product and workflow while delivering a high-quality customer experience for clients, carriers, and internal partners.
• Supports continuous improvement and professional development by identifying process enhancements, participating in training, and contributing to organizational initiatives.
• Maintain High level of Accuracy by ensuring close attention to detail and critical thinking applied throughout processing. 
• Partners with teams across Paychex by communicating professionally, supporting cross-functional coordination, and collaborating to meet shared goals and resolve client requests.
• Handles sensitive client information with care by safeguarding personally identifiable information (PII) and protected health information (PHI) in accordance with applicable policies, procedures, and compliance requirements.

Education & Experience:

• Demonstrated ability to communicate effectively, both verbally and in writing.
• Ability to manage multiple priorities in a fastpaced environment.
• Proficiency with computer systems, multiapplication workflows, and online research tools.
• Proficiency in Microsoft Products
• Demonstrates adaptability, self-motivation, and a willingness to learn while remaining receptive to feedback and continuous improvement.
• Effectively manages time, prioritizes responsibilities, and adjusts to changing business needs and shifting priorities.
• Able to apply critical thinking, logical evaluation, and practical problem-solving skills to research client issues and support accurate outcomes.
• Demonstrates a commitment to quality control by monitoring work output, identifying errors or trends, and supporting consistent service delivery.

•  Education:
• Education: Bachelor’s degree required
• Experience: Fresher