CET6 or Proficient in English

The HR Service Centre Agent Tier 1 has the mission to serve as a single point of contact for incoming inquiries fromemployees, retirees or client HR representatives delivering efficient and effective services in line with the Statement of Services (ticket creation, information request, data entry, reports …) and the agreed service levels.

Delivery Key responsibility:

Single Point of Contact:

Works as the first point of contact in the delivery centre for employees or client HR representative

• Handles and tracks incoming calls, e-mails, faxes
• Handles / Creates tickets in HR Workspace
• Categorizes and prioritizes queries, requests and issues

Checks on a daily basis the service centre availability/readiness (Network, VPN, HRW, IVR, SAP…)

First Line Support:

Responds to information or enquiry requests that do not require any complex investigation:

• Responds to basic HR questions
• Analyses and solves customer’s questions, problems and / or requests
• Processes inquiries and requests according to agreed procedure, company policy and in line with legislative requirements
• Builds and maintains information available to employees and HR representatives

Provides first line case management services

• Escalates in depth customer inquiries and requests to the appropriate Subject Matter Expert as needed

Produces and supplies on request, reports and statistical information according to the agreed services (SoS).

Provides Logical Access Support Services according to the agreed services

• Processes requests for customer SAP/ESS/MSS/SSW user creation/deletion/password reset
• Escalates requests directly to AMO

Transactions Services:

Works as a transactions service agent performing data administration according to agreed scope (SoS):

• Verifies receipt and validates documentation
• Archives the document if legally required
• Enters data in the system

Competencies

• Good analytical skills – to be able to break down a problem, situation or process into its component parts, to separate the main issues from side-issues, to understand the nature of parts and their relationship to one another.
• Good communicator and customer oriented - to be able to identify and understand the customer's needs. Expresses and acts on desire to assist customers in an efficient and friendly manner. Listens attentively, and summarizes or asks questions, when needed, to clarify information.
• Excellent written and verbal communication skills
• Well organized and planned, schedules time effectively and uses efficient work methods and tools
• Detail oriented, thorough and focused on all aspects of the job to ensure accuracy.
• Teamwork – to be able to work with colleagues to achieve common targets and objectives and to provide actively help to other team members.
• Focus on quality