Contact Centre Agent Job Vacancy at EY – South Africa

Full Time

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

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