HR Employee Services Specialist

Industry Category	Admin / Human Resources	Position	Human Resources
Recruitment Department		Number Of Recruits	several
Work Location	All Cities	Nature Of Work	Full Time
Gender Requirements	Male	Marriage Requirement	No marital status restrictions
Education Level	College Diploma	Work Experience	No work experience restrictions
Age Requirement	Above 18 years old	Salary Package	Negotiable
Updated Date	2022-10-05	Valid Until	Long-term validity

This role provides front line support for all incoming HR employee contacts & provide appropriate solution on employee/customer inquiries and issues. Serves as a central information provider of consolidated HR services made readily available upon employee query. They are responsible for deciphering the employee’s request and providing accurate, complete information and reasonable solutions on the first contact. The are expected to handle tier 1 & 2 escalated chats and tickets surrounding more complex employee questions. They support employee claims management for both the employee and client. They are responsible for managing the investigation and resolution of all Tier 1 & 2 concerns and coordinating complex matters to the SME (Subject Matter Experts) but continuously doing a follow-through until closure of tickets. They are expected to adhere to HR metrics and standard operating procedures. This role demonstrates customer service orientation and knowledge of Human Resource processes and related systems to perform responsibilities.

Responsibilities:

Provides timely response, recommendation and quality resolution to HR queries on products and services without compromising efficiency.Minimize escalations as much as possible. Categorize inquiries as to level of priority, assign and escalate cases/issues to the appropriate team for further resolution.Coordinates and collaborates with the proper team to solicit best possible resolution to employee query and issues.Maintain proper and correct tracking of actions taken to address cases and issues, including but not limited to daily monitoring and consistent follow ups on cases/issues assigned while taking ownership to it.Observes and adheres to maintain and preserve member data confidentiality and integrity on providing resolutions in accordance to security policies and procedures.Identifies potential challenges on the existing tools/systems and operations as well as problems encountered by members providing initiative action plans and/or escalation to Management when needed.Handle inbound and outbound concerns in different channels (email, chat, ticketing tool, call, etc.)Delight customers and ensure best customer experience possible.Function as the first point of contact for inquiries/cases raised by employees via HR Tool (CHEER)Gather relevant detailed information regarding the queries.Ensure that set objectives are met as defined on the agreed performance.Attend, participate and pass all scheduled and requested training events and assessments required to update/broaden knowledge relevant to the role.Adherence to schedule and compliance for attendance.Respect for self, colleagues and management.Demonstration of initiative towards self-development.Provide an exceptional member experience at every contact by focusing on support, resolution and courtesy.Understand and show ownership in achieving the objectives on productivity, quality and resolution.Maintain and improve quality results by adhering to standards and guidelines; and recommending improved procedures.

Requirements:

Excellent administrative and organization skills with strong attention to details Established work ethics anchored on integrity, accuracy and quality Advanced skills in the use of MS Excel, creation of common HR Reports and ability to provide insights/analysisWith 1-2 years experience/exposure in customer service or helpdesk & basic HRKnowledge in multiple HR disciplines across different geographies if possible (compensation and benefits, employee relationship, legal, etc.)Attention to detail and ability to follow standard operating proceduresWorking knowledge of Case Management tool, any HRIS and Timekeeping ToolHigh level of integrity, honesty, and confidentialityAbility to work in a fast pace virtual environmentMulti-tasking skills, ability to work outside routine (different issues day to day)Resourceful, strong research and decision making skillsStrong verbal and written English and communication skillsCustomer focus Open, honest, and empathetic manner when dealing with people