HR Services Center Representative

Description

The HR Services representative provides the first point of contact for all employee questions related to basic payroll, benefits and human resources topics within our Global HR Service Center. This position blends a passion for customer service and knowledge of human resources to quickly and accurately respond to questions received via the phone, chat, web portal or email. Answering questions will include educating employees on self-service tools, resources and information.

Key Responsibilities

Provide accurate and timely response to questions and inquiries received via phone, chat, web or email.

Utilize available tools and knowledge to consistently respond to questions and provide education and coaching to employees on how and where to obtain information on their own in the future.

Probe for information to diagnose issues and to determine the best course of action to assist the employee with resolution.

Demonstrate compassion, sound judgement and understanding to diffuse upset employees.

Properly identify and escalate complex inquiries/issues to the appropriate escalation point via case management tool for research and resolution.

Solve problems through active listening, troubleshooting and critical thinking.

Leverage experience from employee interactions to identify points of confusion or lack of knowledge with human resources practices and procedures and recommend changes that will lead to increased employee self-service and understanding.

Recommend process improvements to drive efficiencies and improve the overall employee experience.

Ensure employee privacy including confidentiality and protection of sensitive data.

Required Qualifications

1+ years of customer service experience

Proficiency with MS office suite of software (Outlook, Teams, Word, Excel)

Organized with strong attention to detail.

Ability to multi-task and demonstrate strong follow-through.

Excellent written and verbal communication​

Preferred Qualifications

Bachelor’s degree in related field of study

Previous experience in HR service/contact center supporting HR, payroll and/or benefits

Experience with case management/CRM software

Full-Time/Part-Time

Full time

Timings

(8:00p-4:30a)

India Business Unit

AWMPO AWMP&S President's Office

Job Family Group

Human Capital