The Employee Service Representative is the employee first point of contact for all inquires, issues, and work requests related to HC administration and transactions. This role handles all incoming cases to closure, while appropriately escalating as needed. Also, this role provides accurate and timely processing of HC transactions deliver in outstanding customer service culture structure.
Job Description:
Provide inbound and outbound support to employees within Group Business unit’s.
Provide first-day phone orientation contact regardless of customer specific requirements.
Conduct regularly scheduled courtesy calls to assigned tasks
Provide on-going support for employee payroll issues, expense reimbursement, claims and other paperwork as required including entries in HCMS.
Respond professionally and efficiently to inbound calls from employees, answering questions or directing them to the appropriate team member within service center & Human Capital Department.
Meet or exceed established Service Level Agreement standards regarding call volume, call length, and call quality.
1. Provides first point of contact support to incoming calls/emails/requests from Employees, Managers, and candidates to answer questions, resolve issues, and respond to inquiries related to broad HC based processes and systems
2. Records caller inquiries and requests and communicates resolutions and updates cases using HR Help Desk tools
3. Maintains employee contact until request is resolved, including informing employee of status and resolution.
4. Provides accurate, consistent and timely responses to HC process, system and policy requests which are considered to be routine requests
5. Performs basic administration processing, data input and verification of required documentation.
6. Educates employees on practices and tools (e.g., intranet, HCMS ESS, MSS) to encourage to resolve questions on their own
7. Refers complex cases requiring interpretation to appropriate Specialist teams (Recruitment/Operations/L &D) or, if necessary, to function heads based on requirement.
8. Provides document support by managing incoming and outgoing forms, information, conducts document submissions, imaging and filing
9. Identifies and resolves the employees’ issues and anticipates future needs by explaining/suggesting/providing additional information that the customer needs to know in order to successfully perform their duties
10. Updates and maintain knowledge base FAQs, solutions and troubleshooting and user manuals.
11. Performs various HC tasks/projects as assigned
Job Details
| Date Posted: | 2014-06-03 |
| Job Location: | Dubai, United Arab Emirates |
| Job Role: | Human Resources/Personnel |
| Company Industry: | Human Resources |
Preferred Candidate
| Career Level: | Mid Career |
| Gender: | Female |
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Date Posted: June 03, 2014 at 10:20AM
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HC Employee Service Center Representative - Easa Saleh Al Gurg Group
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