Introduction
The Senior HR Customer Service Representative is responsible for providing exceptional customer service to employees, managers, and other stakeholders by responding to inquiries, resolving issues, and providing information on HR-related topics. This role requires strong communication and problem-solving skills, as well as the ability to work in a fast-paced environment and mentor junior staff.
Your Role and Responsibilities
Key Responsibilities:
* Respond to employee inquiries and concerns via phone, email, and in-person
Provide accurate and timely information on HR-related policies, procedures, and benefits * Resolve complex employee issues and concerns in a fair and professional manner
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Escalate issues to senior HR staff or management as needed
Mentor and coach junior HR Customer Service Representatives to improve their skills and performance
Develop and maintain relationships with employees and managers to understand their needs and concerns
Identify and report trends and patterns in employee inquiries and concerns
Collaborate with other HR staff to resolve employee issues and improve customer service * Maintain accurate and up-to-date records of employee interactions and issues
Stay up-to-date with changes in HR policies, procedures, and regulations
Required Technical and Professional Expertise
Bachelor's degree in Human Resources, Business Administration, or related field
3-5 years of experience in HR or customer service, with at least 2 years in a similar role
Strong communication and problem-solving skills
Ability to work in a fast-paced environment and prioritize tasks effectively
Excellent customer service skills and ability to handle sensitive and confidential information
Proficiency in HR software and systems , Success Factors and Service Now
Ability to work independently and as part of a team
Strong attention to detail and analytical skills
SHRM-CP or PHR certification preferred
Preferred Technical and Professional Expertise
Experience in a leadership or supervisory role
Experience with HR systems and software
Bilingual or multilingual skills
Experience in a similar senior HR customer service role
Work Environment:
The Senior HR Customer Service Representative will work in a fast-paced and dynamic environment with frequent interruptions and changing priorities.
The role requires strong communication and problem-solving skills, as well as the ability to work independently and as part of a team.
* The Senior HR Customer Service Representative may be required to work flexible hours, including evenings and weekends, to meet the needs of the business.