HR Shared Service Customer Service Specialist at NielsenIQ

The HR Shared Service Customer Service Specialist works in the HR Employee Service Center (HR SSC) as part of a dedicated team of HR professionals, serving over 40,000 NIQ employees across the globe. The HR Shared Service Customer Service Specialists responsible for providing exceptional customer service via multiple communication channels. The incumbent ensures that all inquiries are timely addressed, logged in ticketing system and assists in providing timely and accurate resolution to the customer. They assist in triaging, troubleshooting and resolving issues or elevating and assigning case to the appropriate team or team member to ensure that customers receive assistance in a timely manner. The HR Shared Service Customer Service Specialists the first point of contact for customer inquiries regarding HR-related questions while demonstrating a high-level of support and customer service. Key Responsibilities: · Handles all incoming queries into the HR Shared Services Center and utilizes internal tools to assist customers with inquiries or issues. · Creates cases for all incoming inquiries to the HR Shared Services Center and strives to assist the customer with a first contact resolution. · Should have knowledge of working on a ticketing tool and have experience of working in a Shared Services environment. . Follows case management guidelines around customer notification, resolution and documentation. · Escalates time sensitive and/or high impact inquiries to a Senior Specialist, supervisor or manager. · Responds, resolves and/or distributes customer inquiries to the appropriate team or team member for resolution. · Responsible for responding and resolving general HR, payroll, benefit and leave inquiries. · Follows up on outstanding issues to ensure resolution, keeps customers informed on the status of research and closes support case when complete (if applicable). · Provides online navigation assistance for customers and utilizes the screen sharing to effectively identify and resolve the problem. · Responsible for securing, safeguarding and keeping confidential employee information as an HR professional and all other company data privacy requirements. · Position supports multiple time zones. Must adhere to scheduled on queue time during shift and remain flexible to support unanticipated events that drive volume. Flexibility is required to support peak volume events throughout the year. · Position supports multiple time zones. Must adhere to scheduled on queue time during shift and remain flexible to support unanticipated events that drive volume. Flexibility is required to support peak volume events throughout the year.