Delivery, Associate
NGA Human Resources
Dalian, China

Overall objective of the Role

The Employee Service Specialist has the mission to serve as a single point of contact for incoming inquiries fromemployees, retirees or client HR representatives delivering efficient and effective services in line with the Statement of Services (ticket creation, information request, data entry, reports ) and the agreed service levels.

Single Point of Contact :

Works as the first point of contact in the delivery centre for employees or client HR representative

Handles and tracks incoming calls, e-mails, faxes

Handles / Creates tickets in HR Workspace

Categorizes and prioritizes queries, requests and issues

Checks on a daily basis the service centre availability / readiness (Network, VPN, HRW, IVR, SAP)

First Line Support :

Responds to information or enquiry requests that do not require any complex investigation :

Responds to basic HR questions

Analyses and solves customer's questions, problems and / or requests

Processes inquiries and requests according to agreed procedure, company policy and in line with legislative requirements

Builds and maintains information available to employees and HR representatives

Provides first line case management services

Escalates in depth customer inquiries and requests to the appropriate Subject Matter Expert as needed

Produces and supplies on request, reports and statistical information according to the agreed services (SoS).

Provides Logical Access Support Services according to the agreed services

Processes requests for customer SAP / ESS / MSS / SSW user creation / deletion / password reset

Escalates requests directly to AMO

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