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.

Your key responsibilities will include:

• 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.
• May require work in shifts to provide coverage to other team members in accomplishing team objectives

Basic Qualifications :

• 2-3 years experience in a call centre supporting operations preferably in HR
• Bachelor’s Degree or equivalent work experience
• Bilingual/multilingual
  • For KL, Mandarin and Japanese

For Cork, French or  Germany,

Additional Skills/Preferences :

• Strong oral communication, listening and customer service skills
• Bilingual/Multilingual
• Knowledge of using call logging/ case management tools preferred
• Prior experience of Workday & specialized knowledge in HR is preferred

Quality driven and solution oriented