The position encompasses two key job functions; as the first point of contact for the resolution of employee and manager inquiries and requests that are escalated via phone, email, chat, the HR portal, or other access channels and for the processing of transactions for the employee lifecycle from hire to retire.
Accountabilities
Provision of exceptional customer service to OneSource HR customers
Leveraging tools such as Case Management and Knowledge documents to respond to and track employee and manager inquires
Accurate management of cases within the case management tool
Inputs data with speed and accuracy, whilst ensuring data integrity – utilizing Oracle database
Helps customers navigate through Tier 0 (self -service) materials and functionality.
Working to agreed SLAs to provide data and information as to the effectiveness of the services provided
Demonstrates excellent written communication skills including proper grammar and correct sentence structure to document cases in the case management system and communicate with customers and employees via email
Seeks rapid and efficient resolution of ‘How To’ questions using scripts, FAQ’s, and desk top procedures without deviation, promptly resolving upon first call/contact
Abides by documented Quality guidelines when handling customer calls
Understands scope of services and escalates items to others as defined. Investigates requests which cannot be resolved by analyzing the nature of the request and routing to appropriate internal or external group for support
Uses professional and customer-focused approach to handle customer inquiries. Ensures client privacy where appropriate, including confidentiality and protection of sensitive client reports or information. Ensures quality customer experience by communicating empathy to de-escalate difficult situations.
Qualifications
Excellent customer service focus and manner
Excellent verbal and written communication skills
Data entry skills including excellent data quality, demonstrating accuracy and attention to detail in work
Previous data entry or customer service experience preferred
Experience in Excel and Word and strong working knowledge of Oracle HRIS system preferred
Ability to work well in a team environment, seeking the ideas of others and valuing differing perspectives
Ability to solve problems in a timely manner and take initiative to make processes and programs better
Ability to learn new systems
Excellent organizational skills
Ability to handle multiple requests in a timely manner
General analytical and problem-solving skills
Strong interpersonal and listening skills
Ability to deal with ambiguity
Ability to handle confidential information
Ability to identify when data-related issues need to be escalated
Ability to work with diverse people
Ability to maintain objectivity under pressure
Advanced command of English
Job: Human Resources
Primary Location: GB-ENG-Fareham
Job Type: Standard
Schedule: Full-time
Shift: 1st (Day) Shift
Job Number: 2122875
Estee Lauder Companies is an equal opportunities employer. We positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
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