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 AgreementsKPIs 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

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

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