UAE National | HR - Contact Center | Corporate Services | Dubai (Part-Time)

Overview Of The Role

What You Will Do

• Responsible for managing the digital customer experience, ensuring that all communications uphold the company's brand values and deliver a consistent and positive image. This includes crafting clear, concise, and professional communications across various digital channels, leveraging deep customer knowledge to offer personalized support, and maintaining comprehensive knowledge of HR products, policies, and processes.
• People Advisor is expected to always adhere to and meet the service levels whilst maintaining pace with quality discipline. The role involves conducting basic to complex analysis, promptly resolving most inquiries and transactional requests, and routing cases requiring escalation using the support tool (i.e., Self-Service portal and case management tool).
• The Analyst is also responsible for communicating resolutions to employees and performing courtesy calls during quiet periods to check customer details or seeking additional information.
• Working in a highly data-sensitive environment, the People Advisor is responsible for protecting data privacy and adhering to confidentiality requirements to promote zero breaches of office security policy. The Advisor should ensure that data quality and accuracy are always met through the ‘Right First Time’ practice.
• Closely monitors WIP cases to ensure they do not exceed defined service levels and maximizes closure by ensuring 100% of ‘How-To’ & ‘Request-Information’ requests are closed within 48 hours. The Analyst is expected to maintain up-to-date knowledge on policies, procedures, and FAQs, and to share the gained knowledge and experience.
• They also contribute to building and updating the knowledge base with relevant information and solutions to facilitate faster issue resolution and improve the efficiency of future support interactions.
• The HR Analyst jointly cultivates and contributes to a learning and knowledge-sharing culture through coaching, emails (Info Sharing), team meetings, or suggesting content to be updated in the FAQ list.
• The role involves fostering strong teamwork and good working relationships between team members and other People Services Teams to ensure smooth request management flow. Additionally, the Analyst demonstrates a proactive personal commitment to the adoption of new processes and working practices and continuously strives to gain customer satisfaction, minimize complaints, and share compliments received to encourage others in the team to deliver expected service standards.

Skills

• equired Skills to be successful
• Basic understanding of labor laws and compliance requirements relevant to government or corporate services.
• Exceptional verbal and written communication skills with the ability to interact with diverse stakeholders.
• Strong time-management skills and the ability to handle multiple tasks in a fast-paced setting.
• What equips you for the role
• High School graduate or bachelor’s degree in relevant HR field or related..
• Microsoft Office and SAP SuccessFactors experience is and advantage.
• Excellent level of spoken and written English & Arabic.