Customer Service - Inbound Call centre
The primary function of the role is to support employees across the bank meet their HR needs.
The position is within a contact Centre environment with emphasis on exceptional customer service skills.
Enquiries come primarily through phone calls, but also via an internal web based query system.
The hours of service centre operation are between 9am and 5pm Monday to Friday.
Ensure a positive experience for all employees by providing excellent service at all times.
Take telephone calls, live webchat and web based queries, providing best resolution and support.
Log all inbound queries and updates into a call logging & case management system.
Provide guidance to employees on HR procedures and systems.
Give first line guidance on HR polices to employees.
Provide employment verification letters.
First line of support for payroll queries.
Core skills/Knowledge/Competency Requirements:
Strong written and oral communication skills and the ability to communicate with people from different levels of the organisation and across the different lines of business.
Excellent team player with the ability to build effective team relationships and promote an environment of trust and flexibility.
General IT/MS Office skills are essential; practical knowledge of HR IT Systems (Workday, Siebel) desirable.
Ability to work effectively in a fast paced environment. Resolution and results driven with a flexible and can-do attitude.
Experience of working within a customer service environment.
Risk awareness handling confidential information with due diligence.
Maintain and promote relationships with the wider HR colleagues and teams.
Accuracy and attention to detail recording detailed notes in the call logging system and responding to all queries with accurate information.
Ability to multitask and prioritise workload. Desirable:
An overall knowledge and experience of providing an HR service within the financial services industry, preferably in a contact centre environment, is desirable but not essential.
- Customer Service - Inbound Call centre
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