Website EY - South Africa
EY provides consulting, assurance, tax and transaction services that help solve our client's toughest challenges and build a better working world for all.
Contact Centre Agent Job Vacancy at EY – South Africa
Rank Associate
Job Purpose To ensure the accurate and timely resolution of queries
Job Description
- Resolve general HR or people related queries that reach the MyHR contact centre
- Assign queries received via email, telephone, teams chat or walk-in for Africa region – 14 countries – SLA 1 day
- Resolve internal/external confirmation of employment requests that is logged by the GDS
- Respond accurately to employees/external stakeholder payroll and benefits queries that are emailed to the contact centre.
- Resolve level 2 queries that are escalated from the GDS team
- Conduct investigations where required and advise users/employees of solution/resolution;
- Escalate to and follow up with the relevant SMR’s
- Checking all documentation received in the centre for quality and accuracy
- Manage third parties benefits queries related to employees
- Resolve systems and processes queries such as LEAD, Learning and Success Factors
- Assist with projects such audits, payroll reviews, benefits processing, 3rd party
- Quality check employment contracts and correspondence drawn-up by TSS Administrators
- Point of contact for all employee related queries
- Assist with content management of the chat bot Goldie with frequently asked questions
- Adhere to turnaround times with the aim to resolve queries immediately
- Support the bulk intake processes
- Training provided to users for tracking tickets
- First point of contact for LEAD queries
- Liaise with back-up staff for Contact Centre for lunch hour and leave
Qualifications And Experience
- Grade 12
- Relevant Diploma/ Certificate
- Minimum 3 years Payroll/Benefits Administration in a Contact/Call Centre experience
Contact Centre Agent Job Vacancy at EY – South Africa
Skills & Behavioural Attributes
- Attention to detail;
- A good knowledge of HR Processes, Policies and Procedures;
- Stress tolerance;
- Resilience;
- Conflict Resolution;
- Understands the business and able to apply existing HR processes and procedures to meet a range of client’s needs;
- Utilises knowledge management tools/processes within the organisation.
- Familiar with labour laws, people policies and procedures
- Innovative thinking
- Flexible with work schedules
- Required to work on various projects
- Accountability
- Good planning and organisational skills
- Customer centricity
- Relationship management with internal and external customers
- Ability to manage routine tasks
- Team player
- Manage time to meet deadlines
- Excellent excel skills and proficient on all Microsoft packages
- Quick learner of systems
- Proficient in business written and verbal communication skills
- Good listener
Check Out : Important Points to Consider in Writing a Job Application Letter
How to Apply :