Address Your work days are brighter here.
At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.
About the Team
The Customer Care team is an extension of Workday Support. We are driven by our excitement in providing customers an extraordinary support experience! Our team is comprised of a diverse mix of backgrounds and experiences working towards the goal of helping our customers succeed. We have teams based out of California, Texas, and Georgia in the US, Ireland in the EMEA region, New Zealand in the APAC region and soon to be Pune, India! About the Role
In this role, you'll work closely with other Customer Care analysts to ensure our customers’ inquiries are efficiently followed up on. Prioritising and raising customer issues as the need arises.
You'll handle incoming cases queue and help resolve customer issues in a timely manner, if needed go on customer call.
Be the liaison between the customer and our internal teams to ensure the customers’ needs are being met. Clearly and succinctly detail communications to them.
Shift Hours: 11 AM - 8 PM IST (Mon - Fri)
About You
Basic Qualifications
- 3 years' experience in a customer service role from a similar industry
- Bachelor degree or equivalent experience; business or technical degree
- Solid computer skills (Excel, Word, Powerpoint, software applications)
- Effective communication skills
- SaaS experience helpful (Salesforce,Jira,etc.)
Additional Qualifications
- Able to absorb new concepts and technologies quickly
- Attention to detail and able to keep track of lots of data effectively
- Excellent teammate who will work across the organization and company to continue improving the way we serve our customers
- Ability to collaborate and build positive relationships
- Customer-focused demeanor and the capacity to adjust to and handle various personalities
- Possess a proactive strategy for assistance
- Excellent verbal and written communication skills.
- Ability to understand and interpret data from multiple sources
- Efficiently research customer issues and questions with a follow through to resolution.
- Should be able to meet or exceed customer satisfaction goals and metrics, such as response time, time to resolution rate, customer ratings. Maintaining a positive and empathetic attitude to create a positive customer experience.
- Ability to work in a fast paced, dynamic, and upbeat environment
- Forward-thinking individual who will analyze and improve current processes
- Continuous Learning: Staying on top of industry trends, Customer Care best practices, and company policies and procedures. Actively participating in training sessions and skill development programs to enhance product knowledge, customer service skills, and problem-solving abilities.
Workday is proud to be an equal opportunity workplace.
Our Approach to Flexible Work
With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.
Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!
