Employee Services Specialist

Key Responsibilities and Deliverables:

• Assist with inquiries and information requested from internal customers on year-round HR processes (performance management, focal), Workday HR system, HR policies, benefits, payroll, learning platforms, stocks, and immigration cases, ensuring that information supplied is accurate, relevant and resolved efficiently.
• Consult with the team and supervisor when dealing with complex inquiries, issues, or requests, and escalating as necessary, in a confidential, responsive, customer-focused manner.
• Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks. Follows standard procedures and may require discretion based on common sense and experience.
• Actively participates in creating/maintaining process documents as well as identifying and implementing process improvements.
• Maintains team professionalism in confidentiality, integrity, and company data protection.
• Deliver HR Reporting and perform basic data analysis to generate insights to drive more informed business decisions.

Key challenges:

• Managing multiple competing demands and deadlines while delivering accurate and consistent work within a high-volume environment. The role exercises sound judgment to ensure that competing work priorities are met within agreed timeframes.
• Communicating effectively to internal customers with a professional can do approach, while ensuring service delivery and advice reflects current and best business practice.
• Providing solutions to the problems in situations that are atypical or infrequently occurring based on existing precedents or procedures, to be proactive to Connect the Dots for the customers.

Skills, Knowledge, Experience

Active Listening: Listening to a customers questions and concerns and responding in a way that makes them feel heard, paves the way forward to a solution.

Technical knowledge: As a customer service professional, you should be proficient in technical tools such as Workday and ServiceNow to assist customers in making informed decisions and resolving issues. Experience in Workday/ServiceNow reporting and intermediate to advanced excel skills is preferred.

Resourcefulness: Finding innovative and quick ways to solve the problem can decrease time with each customer so that you can help more customers in a day.

A willingness to go the extra mile: Provides service that goes beyond fulfilling basic customer expectations and does so in a creative and in an unexpected way.

Requirements:

• Full proficiency in English is a must.
• Excellent communication and interpersonal skills with a creative mindset.
• Experience working in customer service.
• Bachelors degree in HR, Organizational Psychology, Business Administration, or related field.