Job description
About the role:
The purpose of this role is to serve as the first point of contact for employees, managers and P&O community in regards to P&O related topics, fostering a positive customer experience by employing a problem-solving approach and maintaining frequent, courteous and empathetic communication.
As part of the PS&S Engagement Services team, this role supports customer queries and processes as per the Novartis Service Catalogue.
This role is to proactively address issues and minimize queries through analysis of Performance Indicators and surveys, continuous improvement, knowledge management and customer education.
About the Role
Your responsibilities include, but not limited to:
- Provide rapid, high quality and accurate response/support to all PO related queries .
- Take ownership for queries and be responsible for case opening and closing (end to end) , serve as the first and final point of contact for the customer.
- Guide and act as a consulting partner for PO processes and systems related queries .
- Contribute to enhancement of work instructions based on QA f indings and process modifications .
- C ontribute to articles, maintain and sustain the Knowledge Repository for countries in scope.
- Gather and monitor CSAT, feedback and surveys to drive continuous improvement for customer satisfaction.
- Engage in regular monthly project activities .
- E nsure compliance in line with Data Privac y , Protection guidelines and other relevant legislation.
- Provide support for transformation and technology initiatives . Partner with PO at location or country level as applicable.
- M eet shift requirements defined by the supporting country. Support the training of new colleagues.
