**Job Description** **A call handling agent's job is to answer customer questions, resolve issues, and provide information about products and services. They may also process orders, update databases, and conduct market research.** Hybrid position 3 days at office 2 days working from home **🎓** **Experience & Education** + Language: English – Intermediate to Advanced proficiency. + Education: Bachelor’s degree in Administration, Engineering, Accounting, or related fields. + Experience: + 2–3 years in a similar role. + 1–3 years in customer service. + HR process knowledge is a plus. + Key Competencies + Analytical Thinking + Strong Interpersonal & Communication Skills + Self-Motivation & Autonomy + Learning Agility & Self-Learning + Patience & Problem Solving **Knowledge and Skills:** + Excel/Power Bi basic - intermediate + Workday desirable + Siebel or service now + Strong typing skills are preferred + ADP/Global View desirable + Pluxee desirable. + Proficiency in MS Office- Excel Intermediate. + Bank systems + Concur systems **Key Responsibilities** + Respond to employee and internal inquiries via phone, email, and system tickets. + Deliver accurate and timely resolutions aligned with global service metrics. + Escalate complex cases to Tier II support and ensure follow-through to resolution. + Maintain and update the internal knowledge base. + Conduct reference checks and background verifications. + Ensure quality standards are met and aligned with evaluation criteria. + Demonstrate high attention to detail in all interactions and documentation. + Continuously improve service delivery through feedback and learning. + Conduct case analyses that require policy interpretation, background review, and risk assessment **Core Call Handling Duties** + Handle inbound and outbound calls with professionalism and empathy. + Identify customer needs, research issues, and provide effective solutions. + Share accurate information about services and recommend appropriate actions. + Process requests including orders, forms, and renewals. + Follow up on unresolved inquiries to ensure closure. + Escalate critical issues to supervisors when necessary. + Meet individual and team performance targets. Note: GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration now or in the future sponsorship General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We respect and value what each individual contribution to our team, including their origin, education, sex, race, ethnic group, sexual orientation, gender expression and / or identity, religious context, age, generation, and disability. We believe that our ability to meet the needs and expectations of an increasingly diverse and global customer base is closely linked to the diversity and inclusion that we experience within General Motors. If you need a reasonable accommodation to assist with your employment, please mention it to the recruiter **About GM** Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all. **Why Join Us** We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team. **Non-Discrimination and Equal Employment Opportunities** General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers. We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire (https://search-careers.gm.com/en/how-we-hire) . **Accommodations** General Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email (Careers.Accommodations@GM.com) us or call us at 800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying. We are leading the change to make our world better, safer and more equitable for all through our actions and how we behave. Learn more about: **Our Company (https://search-careers.gm.com/en/working-at-gm/)** **Our Culture** **How we hire​​​​​​​ (https://search-careers.gm.com/en/how-we-hire/)** Our diverse team of employees bring their collective passion for engineering, technology and design to deliver on our vision of a world with Zero Crashes, Zero Emissions and Zero Congestion. We are looking for adventure-seekers and imaginative thought leaders to help us transform mobility. Explore our global locations (https://search-careers.gm.com/en/locations/) We are determined to lead change for the world through technology, ingenuity and harnessing the creativity of our diverse team. Join us to help lead the change that will make our world better, safer and more equitable for all by becoming a member of GM’s Talent Community (beamery.com) (https://flows.beamery.com/generalmotors/talcom) . As a part of our Talent Community, you will receive updates about GM, open roles, career insights and more. Please note that filling out the form below will not add you to our Talent Community automatically; you will need to use the link above. If you are seeking to apply to a specific role, we encourage you to click “Apply Now” on the job posting of interest. The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at Careers.Accommodations@GM.com .In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.