Knowledge Help Supervisor with fluent English and other European language, None
Entry (0-2 years), Middle (2-5 years), Senior (5-10 years), Executive (>10 years)
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Title: Knowledge Help Supervisor with fluent English and other European language Location: PL- -Wrocław Job Number: WRO000TJ EY is in the business of delivering seamless, consistent, high-quality professional services worldwide. We have overindividuals across 140 countries, with an array of talents, who deliver these services daily. Our Shared Services Centre - EY Global Services (Poland) Sp. z . started operations in January 2011 in Wroclaw. As GDN Poland our center provides services which include Finance & Accounting, People Shared Services, Knowledge, Program Execution Services, Business and Creative Services and IT Services. We support our clients in 11 European languages: Danish, Dutch, English, Finnish, French, German, Italian, Norwegian, Spanish, Swedish and Polish. As of today, GDN Poland is the only EY GDN entity in Europe. It provides high quality and value-added support to our customers who are EY member firms, working to agreed principles of exceptional client service. Currently the center is seeking candidates for the position: Knowledge Help Advisor (with fluent English and other European language) Job Summary: The Knowledge Help Advisor works as part of a team responsible to deliver a Knowledge Help multi-channel coaching and advice service that is a key component of the assisted self-service knowledge strategy. The Knowledge Help Advisor is responsible for advising end users and product managers on which resources best match a knowledge need along with coaching people on their setup and how to use these resources effectively using their experience as well as prescribed guidance. The Knowledge Help Advisor delivers exceptional client service support to enable service delivery and go to market activity. Working as part of a global team, the Knowledge Help Advisor is primarily responsible for responding to a diverse range of queries over the telephone, in person, via email, via LiveChat and within our EY social networking tool, Yammer. In addition to coaching internal customers, team members are also expected to promote and champion our tools internally, deliver training and coaching; and participate in complex, or lead moderately complex project teams. Essential Functions of the Job: Listen to and discern customer needs, consider all existing solutions and to propose additional solutions or triage appropriately Use sound judgment to determine root causes of issues and recommend solutions; follow through on commitments and take ownership for personal results; effectively prioritize assignments; identify and overcome barriers to achieve results Resolve or appropriately escalate issues that impact the quality of customer service Integrate broad understanding of EY Knowledge's services and tools into advice provided Provide effective coaching on a range of internal and external knowledge tools, such as SharePoint, EY Benchmark, Dow Jones Factiva and Thomson Reuters products Build and maintain productive, collaborative relationships within the global knowledge organization, to understand business drivers, design and deliver programs of mutual benefit to customers, and to leverage, learn and minimize redundancies Proactive in identifying efficiencies and process improvements Manage and participate in projects related to the deployment, promotion, training or support of knowledge resources Partner with regional Awareness & Adoption consultants team to develop and deliver a variety of instructor-led training, coaching and eLearning Seek to continuously improve the way we work Qualifications: Responsibilities: Understands the expectations of customers and delivers quality customer service; resolves or appropriately escalates issues that impact the quality of customer service. Adapts to constantly changing work requirements while assimilating new information, analyzing it and effectively applying it Understands the firm's go-to-market strategy and service delivery models, how core business services support the business, and how knowledge enables exceptional client service and high performing teams Understands EY Vision 2020 and Knowledge Transformation, and ensures key knowledge help strategies are aligned to them Works independently within own area operating with minimum supervision Advisors at Supervising Associate level may also be required to act as hub location lead and oversee service quality, supervise projects, coach colleagues, support recruitment activities and undertake some career counselling responsibilities Requirements: 5-7 years' experience in a knowledge, customer service or training role with a proven track record Proficient in business English and other european language (Spanish/ German/Italian/ French/Russian) Experience with online research databases and websites, business information and collaboration tools, such as SharePoint Bachelor's degree in a related discipline or equivalent work experience Possesses a customer-service attitude and strong interpersonal skills with an ability to interact well with junior and senior clients Good verbal, written, presentation and communications skills Takes initiative and is able to effectively complete multiple tasks in a fast-paced environment Strong problem-solving skills Able to learn tools and functionality quickly Strong project management skills (facilitation, negotiation, follow-up) Excellent organizational skills and attention to detail Experience or a desire to develop a career as knowledge professional Able to apply insights gained through participating in change management programs Understanding of the business and demonstrated commercial acumen using commercial language that presents knowledge activities in the context of business objectives Ability to demonstrate strong written and oral communication skills to talk about knowledge programs in a clear, compelling manner with a professional/executive presence We offer: Competitive salary Work in a young and dynamic teams Development opportunities in international multilingual environment Multisport card Private medical care Life insurance Language classes Healthy lifestyle program Sport groups Internal training sessions
Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit.