As the Associate, HR Delivery Center, you are expected to be the primary face of HR Delivery Center for any SC Johnson employee and retiree-initiated HR query via phone, email, or chat.
The Associate listens, proactively ask questions, provides information, and uses their strong HR knowledge to help enable timely and effective resolution of the customer’s query.
Essential Duties and Responsibilities :
Responds to questions on administrative procedures and practices via multiple channels such as phone, case management system and live chat.
Uses systems to document and escalate as needed following the appropriate processes
Educates employees of HR Services available to them and encourages self-service tools such as the HR Portal and other systems as needed
Researches and resolves all problems / queries in a timely manner. Must be able to work on more than one issue simultaneously and prioritize urgency of requests
Ensures that documentation and employee requests meet the policy for each process
Utilizes multiple online systems to answer questions, complete requests, and ultimately resolve employee and HR needs
Actively contributes to delivering, maintaining and improving HR services, procedures and processes to increase employee satisfaction, driving performance and achieving results
Understands and utilizes HR systems including Workday and the Employee Portal including Self Service, Knowledge base and Case Management
Ensures consistent application of HR policies and state, federal, and / or country laws and practices
Required Skills / Experience / Competencies :
2 years of experience in HR, Shared Service Organizations, Contact Center / Customer Service experience preferred
Bachelor’s degree in business, HR, or related discipline required
Knowledge of HR functions, processes, and operations, including talent, data administration, or compensation / benefits administration preferred
With experience in using Service Center technologies (e.g. ticket management like ServiceNow, knowledge management, telephony / chat, email, document management, etc.)
Fluent in Traditional and Simplified Mandarin
Job Requirements : Full Time
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