JOB DETAILS
• Resolve Tier 1 (simple queries) and Tier 2 (complex queries) queries and transactions related to core HR processes • Demonstrate high proficiency in HR processes, policies and standard operating procedures. • Communicate and distribute processes, policies, and other relevant documentation to employees needed to resolve the query/ issue • Adhere to and demonstrate high proficiency in agreed KPIs, SLAs, and customer service standards • Assist with data correction or escalate to HR Specialist, specifically for issues that cannot be resolved through self-service • Provide technical query resolution for ESS / MSS requests • Escalate complex queries to appropriate owner (inside or outside of HR) • Conduct root cause analysis for key issues, supported by CRM data, advising management of trends or patterns
COMPANY DETAILS
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