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Business Service Specialist

Location: Hyderabad, Telangana, India

Notice

This position is no longer open.

Requisition Number: 1696

Position Title: ROS Business Services Spec

External Description:

JOB DESCRIPTION

Job Title:

CCPA Analyst/Specialist- Support Center (Financial Shared Services)

Job Code:

90129 / 90325

Business Group/Department:

FSS – B2B or B2C

Reports To

Team Lead or above

 

Operational Shift/Training Shift: TBD- Coverage of 8 am to 5 pm Eastern Std. Time zone (which means 6:30 pm to 6:30 am IST) - As per business needs shift (9 hours shifts) start and end will be as per the timings

(Mon to Fri) (Flexibility expected from team member to match business needs)   

                                                                                 

Education & Qualifications (Required and Preferred): 

  • Bachelor’s Degree or above with excellent communication skills and Customer Service background
  • Nights Shifts- IST

Responsibilities:

  • Process Data Privacy requests through Randstad’s ticketing system (ivanti)
  • Communicate with requesters to verify identity of requester according to process
  • Communicate with stakeholders and teams to ensure correct and timely processing of requests
  • Monitor and oversee tickets through multiple process steps to ensure completion within legal timeframe
  • Finalize and package requested data and respond to requesters via email correspondence
  • Proactively communicate to teams if delays in processing are noticed to ensure deadlines are met
  • Provide reporting information for process upon request
  • Work with legal department to ensure continued compliance with changing laws and regulations
  • Continued evaluation of process and recommend/implement improvements
  • Identify and escalate issues to supervisor or above or appropriate team
  • Follow up w/ requestors as needed via phone or email
  • Stay up-to-date w/ legal changes and requirements as it pertains to California Consumer Privacy Act (CCPA) and other similar legislation throughout the U.S.
  • Assist on projects as needed

Key Competencies:

  • Working knowledge of google sheets/excel 
  • Ability to communicate effectively with customers and stakeholders
  • Ability to independently process requests based on changing criteria and requirements
  • Critical thinking and problem solving
  • Follow communication “scripts” when handling different topics
  • Ability to identify customers’ needs, clarify information, and research every issue and provide solutions and/or alternatives.
  • Document all call information according to the Standard Operating Procedure in a comprehensible way within ticketing system
  • Meet personal/team qualitative and quantitative targets
  • Customer focus and adaptability to different personality types
  • Time Management
  • Knowledge of customer service practices and principles
  • Strong phone and verbal communication skills along with active listening
  • Excellent written communication skills

 

Decision Making Authority:

What is the nature of the direct supervision that is provided to the incumbent of this position? 

This Specialist will be the liaison between our company and its current talents. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.

 

Organizational Structure:
Job Title this position reports: This position will report to Team Lead or above- B2B or B2C

Job Titles directly reporting to this position: NA

 

 

Supervisory Responsibility:   

X No supervisory responsibility

◻    Provides guidance, leadership, or training to other employees (no direct supervision)

◻    Directly responsible for supervising non-exempt, clerical, or office administrative personnel

        Directly responsible for supervising exempt, professional, or technical employees

◻    Directly responsible for supervising supervisory/managerial employees

◻    No direct reports but manages a process

 

Working Conditions:

Please describe the following work conditions that are generally required to execute the principal duties of this position

Physical surroundings (e.g. office equipment): Office Environment

Adverse working environment (e.g. specify extent of exposure to noise, extreme temperature, dirt, dangerous machinery or other hazardous conditions requiring safety adherence and/or PPE equipment): NA

Physical Effort: (Specify repetitive lifting, bending, stooping, or other physical effort required): NA

Domestic/International Travel: None

Extensive Hours: 40/average

 

 

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this position. They are not intended to be an exhaustive list of all associated responsibilities, skills, efforts or working conditions. Randstad USA, reserves the right to change, amend, add, delete

and otherwise assign any and all duties, responsibilities and position titles as it deems necessary to meet the needs of the business.

 

City:

State:

Community / Marketing Title: Business Service Specialist

Company Profile:

Location_formattedLocationLong: Hyderabad, Telangana IN

CountryEEOText_Description: India EEO