DE033057-HR Service Delivery Associate
Accenture
Date: 8 hours ago
City: Quezon City
Contract type: Full time
---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:
Project Shift Schedule: Night Shift
Project Rest Day: Weekends Off
Project/Team Location: Quezon Gateway Tower 2
SKILL AND QUALIFICATIONS:
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.
Project Shift Schedule: Night Shift
Project Rest Day: Weekends Off
Project/Team Location: Quezon Gateway Tower 2
SKILL AND QUALIFICATIONS:
- Standard HR Service Delivery Profile
- At least 6 months of relevant experience
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