Description

This position will be the first point of contact responsible for the resolution of employee and manager inquiries and requests that are initiated via phone, the HR system/portal, or other access channels (front and back office support). It provides exceptional customer service to OneSource customers, inputs data and ensures data integrity. A case management tool is used to respond to and track employee and manager inquiries. The representative is an HR systems and process expert supporting HR services that cover hire to retire processes, job postings and offer letters, reporting and other data related activities, including new services. The representative may also be involved in continuous improvement initiatives and project support, including translations, testing and training delivery. At Estée Lauder the quality of our customer service matters the most. Whilst timeliness is important, resolving queries in the shortest possible time is not our priority. We take pride in what we do, providing a quality high touch customer experience for our colleagues which sets us apart from an outsourced provider.

Accountabilities

• Acts as the first point of contact responsible for the accurate resolution of employee and manager inquiries and requests that are initiated via phone, the HR system/portal, or other access channels
• Meet business objectives by ensuring key measurements/guidelines such as SLA’s, KPI’s, and best practices are met
• Seeks rapid and efficient resolution of 'How To' questions using all available information, guidelines and training material, providing an efficient and compliant response and leveraging existing reference material. 
• Document all incoming queries and calls, in our case management system and updates all relevant systems as neededUnderstands scope of services, analyzes nature of requests and escalates items to others as defined
• Responsible for maintenance of accurate and updated employee data. Inputs data and ensures data integrity, including participation in regular or external audit activities 
• Responsible to ensure all required employee documentation is created, delivered and received according to set standards, including any follow-ups and takes ownership of daily operations work
• Become an expert in country/countries supported and other specialist areas (as applicable)
• Deliver high-touch customer service by using professional and customer-focused approach. Ensures employee data privacy where appropriate, including confidentiality and protection of sensitive employee reports or information
• Applies and follows documented Quality guidelines when handling employee inquiries demonstrating excellent verbal and written communication
• Participate in trainings and apply new learnings, including adoption of new services
• Active participant in the continuous improvement agenda. We value feedback and suggestions for improved efficiencies or processes. All team members are involved in system enhancements, testing, projects and translation updates (as needed).
• Helps and trains customers and HSR’s to navigate through the various self-service offerings across the HR systems and processes. Active participant in training delivery and training material creation and maintenance.
• Work in partnership with HR teams in supported country and other local/regional/global teams 
• Work together with other HR Services Representatives and share team tasks as required
• Promote usage of official communication channels and services

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
• Abilityto maintain objectivity under pressure
• Advanced command of English