HRSS Operations Associate

Company:

Description:

We are seeking a talented individual to join our HR Associate (Shared Services) at Mercer. This role will be based in Manila, Philippines. This is a hybrid role that has a requirement of working at least three days a week in the office.

In this role, you will be supporting the shared service team in ticketing and chat system for topics related to HR and benefits enquiry from global colleagues.

We will count on you to:

• Answer incoming calls, chats, and emails from our colleagues and third party vendors, and provide accurate and detailed information to their HR inquiries, which will be handled within our SLAs

• Support our customers by communicating in a clear, concise and confident manner in order to provide an excellent customer service experience.

• Research complex issues and provide timely, and accurate resolution.

• Documents all inquiries and interactions with the colleagues and other internal / third party participants; monitor colleague requests; research and identify required information to resolve colleague inquiries, and forwards to the appropriate group for resolution as necessary.

• Share with other team members and/or manager any opportunities for process improvements.

• Liaise with other departments to ensure timely research and problem resolution

What you need to have:

• Effective communicator, both verbally and written, with strong interpersonal skills

• Must have a minimum 2 years of demonstrable experience in the BPO industry

• Good analytical skills, detail-oriented and logical thinker

• Comfortable working at night with a flexible schedule

What makes you stand out:

• Experienced working in HR with sound background in Shared Services or supporting global colleagues

• Proficiency on Workday or other HR systems.

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.

• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.

• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.