HR Case Management Specialist
4 weeks ago
Job Summary:
You will be responsible for managing HR case management through self-service, leveraging technology and digital platforms to provide an exceptional customer service experience. This role involves utilizing case management system tools to respond to written inquiries from employees, managers, retirees, and family members regarding HR questions, issues, problems, and status changes within defined SLAs and quality measures.
Key Responsibilities:
- Utilize case management system tools to respond to written inquiries from employees, managers, retirees, and family members regarding HR questions, issues, problems, and status changes within defined SLAs and quality measures
- Use appropriate grammar and vernacular to respond to employee cases using case management and chat technology (chat, emails, case responses)
- Resolve Tier 1 cases in a professional, sensitive, and customer-focused manner in accordance with Company policies, procedures, and Service Level Agreement
- Escalate cases in accordance with, and as defined by HRSS policy and procedures to the appropriate team
- Interface with internal and external resources to furnish or obtain needed information to close cases not escalated
- Refer employees, managers, retirees, and families to HR self-service technology, outside vendors, or other resources as appropriate
Requirements:
- Good HR Shared Services Query Management experience
- Experience in using HR Systems
- Strong verbal, written interpersonal, and telephone communication skills are required.
- Must possess strong Microsoft Office skills
About Planet Pharma:
Planet Pharma is a global staffing services company that provides international recruitment solutions. We have a strong presence in 30+ countries and a network of 2500+ active contractors globally. Our specialist knowledge and close relationships with clients and the industry make us unique in our field.
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