Job Description

This role focuses on providing inquiry services, transactional and administrative support to all levels of employees across the region for Operations work, processes, and policies. Responsibilities include responding to a large quantities of inquiries via case tool, Live Chat and Phone. The role also includes conducting routine, standard transactions across multiple systems
Responsibilities:

• Respond to a large volume of inquiries on HR- related topics
• Utilize knowledge management tools to provide accurate information to employees across the region on a wide range of topics in the employee life cycle, from induction to off boarding
• Respond in, and utilize, case tool to document the details of employee inquiry information
• Research and resolve issues according to defined scope and in alignment with local and regional legislation
• Conduct routine transactions specific to role following the standard operating guidelines
• Responsible for drafting employee paperwork and ensuring signatures are gathered accordingly
• Maintain employee documentation in the HR database
• Transact high volumes of inputs and changes to the HRIS system on a daily basis
• Review routine reports and follow up or escalate on inconsistencies
• Provide excellent and efficient customer service
• Recognize and escalate customer issues by reviewing individual case history
• Ability to provide information and guide employees with ease, in a group setting or on an individual basis e.g. to deliver induction presentation to new starters; to hold one- on- one meetings with employees to provide policy guidance
• Identify inquiries for triage to other key teams in the organization
• Identify opportunities in employee or Associate content
• Identify and escalate systemic issues by recognizing increase in certain call or request types

Benefits

• 25 days annual leave
• Private medical insurance & dental care
• You will have the opportunity to enter any of our parks with your family and friends for free
• You are entitled to discounts on designated our products, resort and ticketing
• Hybrid working is available
• Excellent parental and guardian leave

Required Knowledge, Skills, and Abilities

• Previous work experience in ideally in a HR administration/HR Operations/Customer Service Centre role
• Very strong verbal and written communication skills as well as telephone and email etiquette skills
• Ability to multi task and prioritize/handle competing priorities in a fast paced environment
• Ability to understand case notes in order to provide excellent customer service and to identify/escalate other issues or root causes
• Ability to demonstrate awareness of and acknowledgement of market differences, including cultural differences and legislative differences
• Demonstrated ability to handle confidential information
• Experience in working with HR Information Systems software e.g. Workday, SAP, Service Now