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Job Description
- Receive queries via phone in English and Arabic, email or chat and log contacts into the shared service case management system
- Resolve queries by referring to documentation such as frequently asked questions and standard operating procedures and escalate where these cannot be resolved
- Take ownership of customer / employee contacts ensuring that each contact is accepted and resolved with a high degree of customer focus
- Identify gaps in the supporting documentation and also areas where the level of customer service could be improved driving increased numbers of questions / queries being resolved at first contact
- Carry out audits and checks on responses and cases raised as required to ensure a high degree of accuracy and ongoing service delivery
- Communicate effectively both verbally and in written form with employees to explain and resolve queries and concerns. This could be via email, phone and chat / instant messaging
- Be part of a team that actively seeks customer feedback to improve levels of service
- Participation in the continuous improvement of HR processes.
- Shift working patterns, 7 days a week (40 hours a week)
Job Requirements
BASIC QUALIFICATIONS
- Ability to read write and speak Arabic is a must
- Experience with Call handling and HR Case Management tool is mandatory
- Bachelor’s degree required from an accredited university
- Superior attention to detail and ability to prioritize in a fast-paced environment to work in this rapidly changing HR environment
- Experience creating process documentation
- Ability to self-audit for very high level of accuracy.
- Ability to prioritize workflow daily and ensure service levels are achieved at all times
- MS Office experience required - Proven experience working with Windows, Word, Excel, and PowerPoint
- Established subject matter expertise in Client Servicing
- Knowledge of the organizations inter-department relationships and the ability to work with all levels of the organization
- Should be flexible for working in 24/7 environment mandatory
PREFERRED QUALIFICATIONS
- Has an experience in a HR Shared Service Environment.
- Has an experience in Peoplesoft
- Has an HR Experience
- Has worked in a Call Center environment