The Estée Lauder Companies Hiring for The Estee Lauder Companies – HR Employee Services Representative at Fareham Full Time

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.