HR Associate Records Management Al Futtaim Group

About the Business



hr.connect operates in a HR Shared Service environment a central unit providing HR related services to a user base size of 12 000 Employees Manager and HR Business Partners in AlFuttaim.



hr.connect being the one stop centre for all HR related matters and transaction activities. HR Associate acts as first point of contact supporting a user base of approximately 12000 employees managers and HR Business Partners in UAE Bahrain Oman Kuwait and Qatar seeking assistance in HR Policy and processes transactions and Self Service portal namely ESS Employee Self Service and MSS Manager Self Service.



About the Job



We are currently looking to recruit an experienced HR Associate to work from our HR Shared Service Centre based in Dubai Festival City. Reporting to the HR Contact Centre Manager your key responsibilities are to manage all requests coming from the business via multiple contact channels and record these in CRM and provide advisory to all HR processes and policies and hr.connect selfservice functional related queries within the target service levels.



Your duties will include

Answer inbound calls professionally and complete call logs in real time.

Manage 50 KPI noncall requests a day.

Record all requests and customer activity in CRM within the target service levels.

Provide outstanding service via all communication channels.

Display levels of expertise in specific functional area mainly HR processes policies and hr.connect selfservice.

Promptly resolve majority of requests and routes complex cases or data maintenance to concerned team using designed support tools and defined procedures.

Ensure quality of responses by providing consistent and accurate information at all times.

Responsible to protect data privacy at all time and adhere to confidentiality requirements.

Handle and resolve customer complaints

Skills

About You



To apply for the role you should have the following skills experiences and qualifications

Candidates with fluency in spoken Arabic will only be considered

Bachelor Degree or equivalent in Business HR Psychology or Management

23 years' experience in HRM Call Centre Customer Service SAP HR Support

12 years' experience in SAP HR module such as PA OM Payroll and Time Management is a plus

Good analytical and problem solving skills

Good time management and followup skills including the ability to effectively balance quality and quantity of output in a detailed work environment

Excellent communication skill both verbal and written

Experience in using helpdesk tool such CRM is an advantage

Proficiency in computer and internet skills especially Microsoft Office and Email

Multitasking ability in a fastpaced environment

Ability to adapt to change meet the changing demands of the work environment any delays or other unexpected demands

Demonstrated ability to effectively resolve customer issues complaints including patience

Good team player including the demonstrated ability to contribute to and foster a positive team environment

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