Administrative Support Specialist II
hace 3 días
About the Role:
The General Admin Professional II is a key position within our HR EST Center team, providing customer-focused services to employees across the NA region.
This role serves as the first point of contact for employees contacting the EST and is responsible for resolving inquiries related to HR services. The position leverages an innovative HR IT ticket system for tracking requests and may transfer or escalate cases to other parties or entities for efficient issue resolution.
Key Responsibilities:
- Conduct intake for all HR-related inquiries and escalate to appropriate parties, as necessary.
- Ensure timely resolution of cases and follow through to completion to provide best customer experience.
- Track and monitor cases to identify root cause of issues.
- Document inquiry resolution and escalation in case management system.
- Provide feedback for ongoing process improvement; identify trends and knowledge base needs and provide insight to increase operational efficiencies.
Additional Responsibilities:
- Manage escalated issues within the Shared Service Center.
- May be assigned ad-hoc projects and conducting research to resolve issues and understand opportunities for improvement.
- May be asked to implement improvement initiatives.
- Conduct end-to-end employee exit process, including completing exit interviews, summarizing findings, identifying trends and concerns, and managing administrative duties associated with employee exits.
- Coach and guide employees with regards to company policy and employment law.
Requirements:
- 2+ years of experience in Human Resources areas.
- Customer service and issue resolution skills.
- Call/service center operations experience.
- Case management system operations skills.
- Broad scope of HR topics knowledge.
- Excellent communication and interpersonal skills.
- Able to operate successfully, multitask and prioritize multiple projects simultaneously in a fast-paced environment.
- Strong analytical and problem-solving skills.
About Our Company:
We offer competitive salaries based on location and level of experience. For this role, we estimate a salary range of $55,000 - $75,000 per annum, depending on qualifications and performance.
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