Job Description
As a People Services Representative, you'll be the first point of contact for colleagues and managers, providing essential support on People policies, processes, and programs. Whether it's guiding a colleague through a process or resolving inquiries that can't be handled through self-service, you'll ensure a seamless experience. You'll tackle Tier 1 inquiries and connect with the Tier 2 team when more specialized support is needed. Your role will be instrumental in maintaining our knowledge base, ensuring every interaction is documented and using standardized processes to deliver consistent, high-quality service.
Key Responsibilities
Provide Exceptional Support: Respond to and process inquiries from colleagues and managers, addressing a variety of People-related topics like new hires, transfers, promotions, salary changes, terminations, benefits, and more. You'll handle these queries with confidence, either over the phone or in writing, always guided by our knowledge articles and best practices.
Empower Self-Service: Coach colleagues and managers to navigate self-service tools, redirect them to the right resources, or offer advice using policies and tip-sheets. Your guidance will help them solve issues on their own where possible.
Escalate When Needed: Identify when queries require specialist input and escalate them to the appropriate teams. Stay up-to-date on multiple policies, agreements, and legacy terms to ensure you're providing the most accurate advice.
Collaborate to Solve Problems: Work closely with People colleagues to address more complex issues, ensuring that policies, procedures, and programs are applied consistently and correctly.
Manage Key People Data: Handle important administrative tasks related to group benefits, such as medical, dental, vision, and more. You'll also process PTO, tuition approvals, and reimbursements.
Support Administrative Processes: Assist with various People Services transactions, including payroll data collection, absence management, colleague relations, resourcing, offer letters, and more.
Track and Record Interactions: Use our technology to manage cases, track resolutions, and maintain accurate, up-to-date records for future reference.
Skills, Know-How and Experience:
Must have:
HR related experience with experience working in a Shared Service Centre
Demonstrated experience delivering exceptional customer/colleague service; sometimes under tight timeframes
Ability to perform a range of routine HR administration duties through experience in generic administration activity e.g. data processing, record management, minute taking etc.
Strong verbal and written communication skills
Good organisation and problem-solving skills
Ability to accurately enter and manage sensitive data and confidential matters
Ability to deal with difficult conversations and interactions with colleagues
Fluent in English
Experience with basic Microsoft Office functionality (e.g., Word, Excel, Outlook)
Preferred:
Bachelor's degree or equivalent experience preferred
Knowledge of general HR processes and practices and ability to interpret them towards a case
Knowledge of HRIS and case management systems
Knowledge of country/local regulatory requirements
Knowledge of colleague relations issues
Function: People
Country: South Africa
Office Location: Johannesburg
Work Place Type: Hybrid
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