Qualifications/Requirements

- HR Shared Services process and Service Level Agreement management experience: 0-1 years.

- Excellent Microsoft Excel knowledge.

- Process management and continuous improvement with a focus on optimization and productivity.

- Very good English language skills.

- Fresh graduate with 0-1 years of experience

Job Description

- Act as a first line support between employees & the HR staff.

- Log received queries on ticketing system.

- Resolve queries quickly and efficiently or direct the employee to the right channel.

- Identify recurring problems, report trends to management, and recommend possible solutions or correction procedures.

- Resolve as many requests as possible on first call resolution, thereby reducing the number of inquiries redirected to next level of support.

- Prepare weekly & monthly analysis report about Call center activities.

- Provide an advisory service to employees ensuring that they are fully aware of their entitlements.

- Deliver services at the defined at the Service Level Agreements/KPIs and drive operational efficiency and continuous improvement.

- Ensure a consistent and high level of customer service and operational excellence that will ensure transactions are resolved efficiently and in full compliance with relevant legal, company and process requirements.

- Partner with team to execute plans to improve customer satisfaction with a focus on processes.

- Manage escalation and takes ownership for ultimate issue resolution.

- Ensure smooth on-boarding, training, process and support documentation and aids for colleagues as needed

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