As the HR Client Interaction Associate, you will be the first point of contact for most HR enquiries from employees, managers and HR across a wide variety of HR processes and transactions.

Responsibilities:

• Taking, assessing and resolving first line calls, chats, and emails on the helpdesk.

• Logging all interactions on the call management system or case management tool, referring or closing calls as appropriate and resolving enquiries within agreed time frame.

• Explain and applying HR policy and procedures to advise managers, employees and HR through their query.

• Providing guidance to users on the use of systems including Workday and the local intranet to help them find information and process transactions/submit requests electronically.

• Understand scope of services and Service Level Agreements for customers and drive improvement in performance deliverables.

• Manage escalations, direct or liaise inquiries where necessary to Center of Expertise, Shared Service Center Management and external parties e.g. benefit provider etc.

• Maintain electronic employee personnel files.

• Provide ongoing feedback and share learning to content governance team to maintain strong tier 0 content to other team members and Training Analyst on either new specialist topic or require learning.

Requirements:

• Fluent in German and English is essential.

• 2-3 years’ experience in a contact centre supporting operations, preferably in German

• Bachelor’s Degree in HR or similar qualification.

• Strong oral communication, listening and customer service skills.

• Bilingual/Multilingual Knowledge of using call logging/ case management tools

• Prior experience of Workday & specialized knowledge in HR is preferred but not essential

• Quality driven and solution oriented