HR Service Specialist
6 months ago
**_Job Description:_**
- Ensures employee/ manager inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards.
- Conduct basic research, process transactions (on systems to which Tier 1 has access, with appropriate authentication and within security and data management guidelines), and answer questions (including FAQs) using the Knowledgebase.
- Escalate issues that cannot be answered using the Knowledgebase through the case management to Tier 2 Site Ops or 3rd Party Administration Service Providers
- Direct employees to available online content and educates employees of HR Services available to them and encourages self-service tools such as the HR Portal and other systems as needed.
- Researches and resolves all problems in a timely manner. Must be able to work on more than one issue simultaneously and prioritize urgency of requests.
- Probes cases to determine root cause of the issue or question in order to provide accurate answers.
- Actively contributes to delivering, maintaining, and improving HR services, procedures and processes to increase employee satisfaction, driving performance and achieving results.
- Attend mandatory training sessions to stay updated on HR policies and procedures.
- Attend COE Interlocks to maintain high quality of service.
- Join internal team meetings across different time zones to collaborate effectively.
- Utilize appropriate software, databases, scripts, and tools, including Service Now HRSD.
- Utilize live agent, chat bot to assist employees.
- Maintain global knowledge base for assigned projects.
**_ Job Requirements:_**
- Min 1 year experience in related field.
- Degree in Business Studies/Administration/Management, Human Resource Management, Marketing, Commerce or equivalent
- Customer service oriented
- Excellent verbal and written communication skills
- Able to multitask and ale to learn under pressure.
- Able to assimilate and adjust to organizational changes.
- High level of communication and language skills
- Fluent in language of countries serviced
- Understanding of country specifics, both in content and culture
- Comfortable working across different organizations, time-zones and cultures
- End User navigation of technology/tools, e.g. Talent Connect, SAP, MyHR, Service Now
- General knowledge of policy and procedures across HR function in the region
- Experience writing training documents and SOPs
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