Act as the first point of contact for employees, managers, and stakeholders with HC-related inquiries, concerns, and requests, addressing topics such as onboarding, benefits, payroll, policies, procedures, and employment verification.
Respond promptly and professionally to inquiries via phone, email, chat, or in person (where applicable), providing accurate information and guidance. When direct resolution isn't possible, triage or escalate the query to the appropriate HC team member and inform the requestor.
Log and track HC inquiries and service requests in the HC helpdesk ticketing system or other tools, ensuring timely follow-up and closure of tickets.
Document issues comprehensively, including relevant details and steps taken to resolve them.
Monitor ticket queues, prioritize tasks, and ensure adherence to service level agreements (SLAs) for response and resolution times.
Collaborate with other functions and departments to address cross-functional issues impacting HC processes.
Data Management:
Maintain accurate and up-to-date records of requests and queries, both digital and offline, ensuring data accuracy, completeness, consistency, and compliance with data protection regulations.
