HR Contact (Center Officer)

• Act as first point of contact for all employee, former employee, candidates or vendor related queries and requests
• Provide high quality and timely customer service, ensuring all requests are fully understood. For queries not handled by the service center (eg 3rd parties ) redirect callers with courtesy and professionalism
• Keep the customer informed of expected completion date, including when the item is escalated for action
• Accurate collection of case details and employee data
• Provide general information to target audience on policies and procedures, and answer questions based on FAQs
• Provide feedback and propose improvements to Knowledge Base (KB) Senior Specialist to ensure employee KB is accurate, relevant, accessible and easy to understand
• Record and track cases in the case management system, assign severity and follow through to ensure each case is resolved and SLAs can be measured and improved
• Collaborate with other Hire-To-Retire Service Specialists to solve more complex queries or work on requests