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Macmillan Davies is partnered with a global pharmaceutical business to help them bring in a new HR Shared Services Associate. This role will require either French, German or Spanish speaking.
This role is for 6 months and will require you in the office 3 days a week with 2 from home.
* Utilize case management system tools to respond to written inquiries from employees, managers, retirees, and family members regarding HR questions, issues, problems, and status changes within defined SLAs and quality measures
* Use appropriate grammar and vernacular to respond to employee cases using case management and chat technology (chat, emails, case responses)
* Resolve Tier 1 cases in a professional, sensitive, and customer-focused manner in accordance with Company policies, procedures, and Service Level Agreement
* Escalate cases in accordance with, and as defined by HRSS policy and procedures to the appropriate team
* Interface with internal and external resources to furnish or obtain needed information to close
cases not escalated
* Refer employees, managers, retirees, and families to HR self-service technology, outside vendors, or other resources as appropriate
* Meet or exceed goals and key performance indicators for optimal delivery of service to all customers
