Employee Services Specialist - Contact Center

This role is responsible to provide support to HR Contact Center services and process to ensure accurate processing of basic to moderate employee requests tickets, calls, and chat in compliance with internal and external regulations, service level agreements, processes, and procedures.

• Perform tickets and queries resolution by analyzing and resolving simple and varied transactions/queries through calls, chats, and ticketing system whilst maximizing and complying with the standard operating procedures and methodologies
• Provide guidance and support to customers for queries relevant to the HR systems
• Responsible for effective case handling ensuring cases are only transferred where appropriate and within specified guidelines
• Work with autonomy, make decisions on medium complexity issues as required.
• Resolve queries, and escalate complex issues for timely resolution as required
• Perform low and medium complexity t...