DE033057-HR Service Delivery Associate

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: HR Service Delivery Associate WORK SETUP: Hybrid OVERALL PURPOSE: Entry-Level HR Employee Service Center Representative RESPONSIBILITIES: • Provides quality customer service in response to inquiries made via phone or e-mail from Employees, Managers, HR Business Partners as well as External Business Contacts. • Must have the ability to remain focused, professional, tactful and discrete when handling sensitive and/or confidential information. • Provides accurate information over the phone or via email responses to employees. • Works efficiently to resolve and close cases accurately and timely to meet Service Level metrics. • Accurately and timely logs-in all cases received via phone or e-mail into the case management system. • Identify and assess customers’ needs to achieve satisfaction by the ability to use telephones to answer employees’ questions or assist employees while on the phone with resolution to their inquiry. • Uses procedures, policies, knowledge database and other reference materials to assist in answering inquiries. • Resolve call or email inquiry from employees that requires review of payroll, time entry, time off system regarding payroll discrepancies. • Perform research and analysis of time entry, time off, leave of absence or payroll discrepancies and processes appropriate corrections. • Provide employee explanation of employee paycheck: gross pay, net pay, taxes, deductions, W2, W4, Short Term and Long-Term Incentives etc. • Ability to follow standard procedures and scripts. • Collects and validates complete data required to process manual employee personal and organizational transactions and escalates for processing. • Uses FAQs, scripts and knowledge to assist employees with inquiries. • Creates and documents processes into Desktop Procedures (DTPs), FAQs, and call and email scripts. • Participates in pre and post implementation activities, including Service Rehearsal Testing and User Acceptance Testing. • Participates in continuous improvement workshops and projects. • Other responsibilities, as assigned. OTHERS: Project Shift Schedule: Night Shift Project Rest Day: Weekends Off Project/Team Location: Quezon Gateway Tower 2