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ERC Senior Administrator

Souq.com, An Amazon Company
Dubai, United Arab Emirates
Posted 4 years ago
109People have clicked1 open position
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Job Details

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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

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JobsAdministrationERC Senior Administrator