Benefits Associate, Operations - Southeast Asia
Remote
HR Service Center Representative
Smithfield Foods
full-time
Posted on:
Origin: • 🇺🇸 United States • Virginia
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Provide first-tier HR support via telephone or the case management tool; handle inquiries on HR policies, practices, tools, and processes.
- Documents inquiries completely in the case management tool for proper tracking.
- Utilize standard operating procedures and policies as well as knowledge of HR systems and navigation to answer inquiries.
- Engage language translation services for non-English inquiries.
- Provide assistance in navigating and education on the availability of online HR tools and information available through tier 0 self service functions.
- Employ appropriate outreach method to provide answers to the employee.
- Follow the defined escalation process for complex inquiries or issues.
- Uphold service level agreement metrics for problem resolution timeframes.
- Abides by quality guidelines when handling customer calls.
- Perform administrative, transactional, and data/records management activities ensuring accuracy of information and necessary approvals.
- Stays abreast of changes to policies and practices.
- Works independently without the need for continuous oversight.
- Ensures employee privacy where appropriate, including confidentiality and protection of sensitive client reports or information.
- Supports the One HR philosophy.
- The above statements are to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. May perform other duties as assigned.
Requirements
- Bachelor’s degree in Human Resources, Business, or a similar relevant field from an accredited four-year college or university, or equivalent combination of relevant education and experience, required.
- Bilingual skills required
- Must exemplify consistent superior customer service
- Ability to handle conflict.
- Strong computer skills, including but not limited to various productivity software, digital communications, digital researching, and troubleshooting.
- Strong Microsoft office, email, and internet skills required
- Experience using HR software, required
- Previous Human Resources and/or Customer Service experience preferred
- Ability to communicate effectively over the phone and in writing with all levels within the organization demonstrating a high level of integrity, ethics and customer service.
- Attentive listening skills with the ability to ask probing questions to aid in problem solving and issue escalation.
- Ability to work effectively in high-pressure situations that require sound decision making and may involve confidential or sensitive matters.
- High sense of urgency for meeting commitments and completing assignments
