General Accountability:
This role is primarily accountable in managing and resolving employee & external requests and queries related to Human Resources via variety of channels (chat, email, and outbound call) within the defined service standards. This role will primarily support Australia
Specific Responsibilities:
Promptly and accurately handle centralized people services requests at initial point of contract
Proactively report any trends on employee concerns / requests
Identify and coordinate exceptions, provide recommendation and triage to appropriate resources or groups
Provide education to employees on the self-service tools and guides of HR
Proactively take part in building a collaborative team and good client working relationships
Deliver excellent customer experience and quality service
Keep current with HR policies, procedures, programs and systems
Meet accuracy and service excellence SLAs and metrics
Liase with HR Partners to resolve employee concerns, if necessary
Perform warm transfers to other non-HR groups, if necessary
Competencies
College graduate
Customer service skills and background (with HR background is a plus)
Ability to build positive relationship at work and with customers
Able to represent the ING core values and way of working
Commitment to achieving high levels of service excellence and able to work independently or within a team or under minimal supervision
Excellent communication skills (verbal and written) in English
Analytical and problem-solving skills
Good knowledge on customer service best practices, concepts, and procedures
Highly organized and able to prioritize in a fast-paced and multi-tasking environment
High attention to details
Resourceful
Working knowledge on the use of Service Now and Workday is a plus
Challenges
Manage highly confidential information in a professional manner
Ability to deal with various customers in terms of rank and behavior.
Able to deliver difficult messages
Able to carry out confidence during uncertainties / unfamiliar expectations
Good time management to handle fast paced, multi-tasking and number driven work environment
Quick to adapt and learn while meeting service delivery expectations
