Responsible for providing direct tier one services to customers including employees, managers, HR professionals, and 3rd party vendors via telephone and email
Job Summary
Responsible for providing direct tier one services to customers including employees, managers, HR professionals, and 3rd party vendors via telephone and email.
Strictly follows established processes for case management and issue resolution, including logging and documenting all inquiries into the case management tool and escalating as needed.
Develops and recommends process improvements for operational efficiencies and service excellence, while adhering to all Service Level Agreements (SLAs).
Matching Summary
Responsible for providing direct tier one services to customers including employees, managers, HR professionals, and 3rd party vendors via telephone and email.
Skills & Requirements
Must-have
Tier one customer service
Call handling and email support
HRIS administration transactions
Case management and issue resolution
Process documentation and knowledge base
Hybrid and night shift work
Nice-to-have
Customer experience focus
Continuous process improvement
Cross-functional team collaboration
Strong technical aptitude
Data analysis and problem solving
Key Requirements
Bachelor's Degree in HR, Business Admin, or related
2 years inbound call-handling experience
Customer support and escalation experience
Proficiency in MS Office Suite
Experience managing business process documentation