Our HR Professionals must be able to have a high degree of ownership, strong communication skills, and the ability to handle sensitive situations with care are essential for this position. This is a fast-paced environment requiring ability to quickly pivot through several communication forms, prioritization of work to be completed as well as follow-through and execution with attention to details while always keeping the customers’ needs first.
You'll be supporting employees globally within multiple languages, with services 24 hours a day, 7 days a week in some countries. Your responsibilities will be:
-Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of problem solving and customer obsession.
Receive and resolve inquiries primarily via phone, chats, and emails from employee contact channels.
-Serve as the first point of contact for Leave, Disability, and Accommodation related inquiries, including but not limited to case intake, general policy questions, documentation, next steps and requirements to expedite the process.
-Resolve such inquiries holistically by referring to available documentation such as frequently asked questions, knowledge base articles, and standard operating procedures – escalate when these cannot be resolved.
-Build customer trust through empathetic, personalized conversations by assessing and adjusting the case management plan to each employee’s changing needs.
-Respond to employees impacting issues that may arise during the leave event and ensure the right communication and documentation occurs, even when information is limited.