The Role    

The Customer Service team at NGA HR consists of two functional teams, each with a primary focus: 

• Customer Management (CMA)

• Data Management (DMA)

As a Customer Service Associate you will focus the majority of your time on CMA or DMA activities but also, based on workload requirements, gain valuable experience supporting the other function within the Customer Service organization.  The key responsibilities of the two functions include:

Customer Management (CMA)

• Deliver an excellent employee experience through live-chat, voice and email using NGA HR policies, procedures and/or practices

• Handle user enquiries and “real-time” transactions with high First Call Resolution (FCR) rates including performing fast data-entry

• Prepare and complete accurate work and update customer ticket via system

• Effectively transfer misdirected customer requests to the appropriate party

• Analyze and solve HR system questions: Workforce Administration (WFA), Time and Attendance, Organizational Management, Payroll etc.

• Analyze and solve HR questions: Policies, procedures, collective agreements etc.

• Provide HRIS Navigation Support to our clients

• Archive documents in Employee Files

• Maintain a basic knowledge of NGA HR’s services: HR Administration, Talent Administration etc.

Data Management (DMA)

• Perform HRIS system data entry including the data entry part related to larger process:  Pre-payroll with support from payroll management (if required), Workforce Administration (WFA), Time and Attendance etc.

• Perform Mass Uploads and mass controls

• Contract Management

• Produce Employee Letters regarding changes made into the system

• Complete audit controls related to data quality

• Simple Reporting related to data using pre-created reports and in-line with Statement of Services (SoS)

• Complete scheduled data-entry activities: Terminations, bonuses etc.

In addition and irrespective of your primary function, you will be encouraged to:

• Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity

• Participate in activities designed to improve customer satisfaction and business performance.

Skills and Experience      

NGA Human Resources offers you a unique chance to build a career in a vibrant, agile and growing organization, yet one with truly global client relationships and a wide range of opportunities.

At NGA HR, we’re dedicated to our clients, and we operate as a single, global team striving for excellence and innovation in everything we do. Talk to NGA and discover what A World of Opportunity can mean for you.

We offer:

• Local Benefits 1: mandatory social security, housing found

• Local Benefits 2: annual leave and sick leave with full pay

• Local Benefits 3: group insurance

You have:

• Bachellor degree above or equivalent

• 1-2 years relevant experience administering Payroll, Health & Welfare/Benefits or other HR Service in an HR consulting, HR Outsourcing or Corporate environment.

• Good HRIS knowledge: Workday, SAP, or PeopleSoft knowledge preferred

• A good understanding of external, client and internal compliance requirements

• Good Excel, PowerPoint, and Word skills

• A good understanding of how the available tools/systems enable the delivery of service excellence and the ability to use these tools and systems effectively and consistently

• An understanding of the scope of services and Key Performance Indicators (KPIs) that apply to own role

• The ability to follow NGA HR Customer Service standards

• The ability to demonstrate excellent customer service/support skills

• The ability to demonstrate excellent written and oral communication skills

• Reasonably proficient in English language

It would be desirable if you also have:

• Willingness to rotate shifts, as needed

• The ability to collaborate and work in a team environment, as well as, work independently and make sound decisions

Key Competencies and Description

• Be Accountable:  Communicate effectively and generate the desired effect, understand responsibility of ones actions and have a positive sense of humour and outlook

• Solve Problems: Identify problems and escalate them, put forward creative ideas and understand changes and be adaptable

• Take Ownership: Seek clarity of role and understand individual and team objectives

• Be Client Centric: Meet the expectations of clients and understand the balance between external and internal clients

• Be Effective: Understand priorities and demonstrate your ability to set them individually, understand operational processes and know the NGA HR Way and values

NGA Human Resources is a global leader in helping organizations make HR work better, by transforming their business-critical HR operations to deliver more effective and efficient people-critical services.  We help our clients become better employers through smarter, more streamlined data architecture and business processes — to save money, manage employee life cycles and support globally connected agile organizations. This is how NGA makes HR work.  What sets us apart is The NGA Advantage. It’s a combination of deep HR experience and insight, advanced technology platforms and applications and a global portfolio of flexible service delivery options.