HR Contact Center Advisor


  • Ensure that incoming enquiries to the Service Centers are answered in a professional and efficient manner
  • Gather all required information at the first point of contact to ensure that customer enquiry can be resolved at earliest opportunity with minimal handoffs, capture an accurate record of a customer enquiry in the case management system
  • Provide support to employees, line managers and HR Business Partners to enable them to effectively use the HR Portal and other relevant on-line tools for completing transactions.
  • Use process knowledge to educate the customers to reduce re-occurrence of the enquiry at future date.
  • Escalates unresolved queries to appropriate channels (e.g. Tier 2 in Services Center) as necessary
  • Provide proper feedback to the customer if problem is referred
  • Perform data gathering towards customers (outbound).
  • Contribute to continuous improvement activities in the Share Service Center through identification of recurring employee/line manager/HRBP issues to simplify and enhance policies, processes and technologies.
  • Provide support during the implementation of new initiatives, programs, policies, and services by acting as an employee's first line of contact.
  • Use own knowledge and skills to 'mentor' other members of the team to a high standard
  • Complete on-line transactions on behalf of employees/line managers/HRBPs where access to systems is not available to those groups.
  • If applicable, Tie1 HR advisor will support Tire 2 to do part of their work
  • Other tasks assigned by contact center lead.

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