Tier 1 Associate
Location
Dalian
Contract
Permanent
The Role
The Tier 1 Associate has the mission to serve as a single point of contact for incoming inquiries from employees, retirees or client HR representatives delivering efficient and effective services in line with the Statement of Services (ticket creation, information request, data entry, reports …) and the agreed service levels.
Single Point of Contact:
- Works as the first point of contact in the delivery centre for employees or client HR representative
- Handles and tracks incoming calls, e-mails, faxes
- Handles / Creates tickets in HR Workspace
- Categorizes and prioritizes queries, requests and issues
- Checks on a daily basis the service centre availability/readiness (Network, VPN, HRW, IVR, SAP…)
First Line Support:
- Responds to information or enquiry requests that do not require any complex investigation:
- Responds to basic HR questions
- Analyses and solves customer’s questions, problems and / or requests
- Processes inquiries and requests according to agreed procedure, company policy and in line with legislative requirements
- Builds and maintains information available to employees and HR representatives
- Provides first line case management services
- Escalates in depth customer inquiries and requests to the appropriate Subject Matter Expert as needed
- Produces and supplies on request, reports and statistical information according to the agreed services (SoS).
- Provides Logical Access Support Services according to the agreed services
- Processes requests for customer SAP/ESS/MSS/SSW user creation/deletion/password reset
- Escalates requests directly to AMO
Transactions Services:
- Works as a transactions service agent performing data administration according to agreed scope (SoS):
- Verifies receipt and validates documentation
- Archives the document if legally required
- Enters data in the system
Skills and Experience
NGA Human Resources offers you a unique chance to build a career in a vibrant, agile and growing organization, yet one with truly global client relationships and a wide range of opportunities.
At NGA, we’re dedicated to our clients, and we operate as a single, global team striving for excellence and innovation in everything we do. Talk to NGA and discover what A World of Opportunity can mean for you.
We offer:
- Statutory social security & housing fund benefit
- Group insurance
- Meal, transportation, & heating allowance
You have:
- Good analytical skills – to be able to break down a problem, situation or process into its component parts, to separate the main issues from side-issues, to understand the nature of parts and their relationship to one another.
- Good communicator and customer oriented - to be able to identify and understand the customer's needs. Expresses and acts on desire to assist customers in an efficient and friendly manner. Listens attentively, and summarizes or asks questions, when needed, to clarify information.
- Excellent written and verbal communication skills
- Well organized and planned, schedules time effectively and uses efficient work methods and tools
- Detail oriented, thorough and focused on all aspects of the job to ensure accuracy.
- Teamwork – to be able to work with colleagues to achieve common targets and objectives and to provide actively help to other team members.
- Focus on Quality
It would be better if you also have:
- Basic knowledge of HR policies and processes
- Knowledge of the Service Centre processes, policies and procedures (e.g. escalation procedures, service level agreements, customer service standards)
- Computer skills: HR Databases, HR IS/IT systems and SC technology (tools for documentation/tracking, service delivery channels etc.)
Key Competencies
- Be Accountable
- Solve Problems
- Take Ownership
- Be Client Centric
- Be Effective
NGA Human Resources is a market-leading, global, Human Resources services provider offering innovative HR business solutions through HR Technology, HR Outsourcing, and HR Consulting.
NGA is uniquely positioned to help HR leaders realise the true value of workforce management. We combine a focus on customer value with many years of experience in HR consulting, HR outsourcing and HR technology. This is the core of our business and why we are recognised as a leader in the global HR solutions market.
Our 8,500 employees are dedicated to delivering excellence through HR consulting, HR outsourcing and HR technology. As a recognised global HR services leader, we have offices in 35 countries on five continents, supporting customers in more than 100 countries.
● Over 1,000 ERP-based HR implementations globally
● 3,000 Large Enterprise customers
● 10,000 Small and Medium customers
● Over 20% of FORTUNE Global 500® companies serviced
● 40% of UK working population are paid by NGA Human Resources’ solutions totalling 54 million payslips produced per annum servicing 19 million UK workers
Our Values
One Team: Ours is an interactive environment. We celebrate our diversity and recognise the strength of what we can achieve as a united team.
Innovation: We are a creative and resourceful organisation. We have a talent for looking at things differently and are passionate about bringing new ideas to life.
Speed: Our energy and focus means that we always deliver quality, quickly and efficiently
Responsibility: We can count on each other. We personally take responsibility for delivering on our promises. We trust our colleagues to do the same.
Excellence: We are committed to excellence. Our internal and external customers are at the heart of everything we do and we strive to over-achieve.
Location
Dalian Software Park
We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
DISCLAIMER:
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.
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