Responsibilities: · Receive queries via phone, email or chat and log contacts into the shared service case management system. · Resolve queries by referring to documentation such as frequently asked questions and standard operating procedures and escalate where these cannot be resolved. · Take ownership of customer / employee contacts ensuring that each contact is accepted and resolved with a high degree of customer focus. · Identify gaps in the supporting documentation and also areas where the level of customer service could be improved driving increased numbers of questions / queries being resolved at first contact. · Carry out audits and checks on responses and cases raised as required to ensure a high degree of accuracy and ongoing service delivery. · Communicate effectively both verbally and in written form with employees to explain and resolve queries and concerns. This could be via email, phone and chat / instant messaging. · Be part of a team that actively seeks customer feedback to improve levels of service. · Participation in the continuous improvement of HR processes. Basic qualifications Fluent in English. Customer Service Experience Computer literacy (Excel, Work, PowerPoint, Outlook) Ability to work in international teams where team members are in different locations and belong to different cultures. Ability to work with confidential information Ability to work in changing environment Flexibility Preferred qualifications Experience working in a HR Shared Service Environment. Experience of working with Peoplesoft.