Customer Engagement Admin at Anglo American

Job Description:

• Portray a professional, customer orientated image of the GSS Employee Services organization
• Work as an integrated Employee Services team member with the Employment Data Management and Payroll Execution teams to ensure knowledge transfer
• Assist Customers in making more effective use of self-service stations and systems, products, and services
• Educate and inform customers on the full range of services rendered by the Global Shared
• Staff and operate the Walk In Centre / Contact Centre with regards to:
  • Current employee queries
  • Potential future employee queries
  • Ex-employee queries
  • Management queries
  • HR queries
• Interface with customers and service providers by providing a first line problem resolution service for the GSS and the Customer
• Respond to and investigate Customer queries and problems reported as well as requests (prioritizing as appropriate) e.g. reprinting of payslips, printing relevant payroll documents including leave form requests, etc
• Ensure accurate and methodical logging of customer requests on the relevant systems
• Receive customer documents to be forwarded to the Employee Data Management team
• Verify documents in terms of correctness in terms of the Customer HR policies, procedures and relevant conditions of employment
• Ensure that the correct ES forms are utilized
• Manages stakeholders by adhering to service level agreements
• Establishes and maintains Business Partner Relationships with the appropriate parties to facilitate the optimal functioning of the Walk-In Centre / Contact Centre

This role is at a Band 8 level reporting to the Customer Engagement Supervisor

Qualifications:

Qualifications required: 

• Grade 12/ Matric (essential)
• Payroll qualification (advantageous)
• SAP training

Experience required:

• 2-4 years working experience in HR or payroll field (essential)
• Knowledge of SAP systems (SAP 409, SAP Fusion)
• Knowledge of relevant query management system
• Legislation pertaining to the payroll environment, i.e., SARS, POPI, BCEA, etc.

Additional Requirements:

• Fluent in Business English
• Excellent verbal and written communicator
• Strong aptitude for Microsoft Office and a variety of system related functions, including Query Management and Document Management systems
• Strong work ethic and ability to work effectively in a fast-paced environment
• Strong interpersonal skills
• Strong analytical & problem-solving abilities
• Basic planning & prioritizing competency
• Strong investigative proficiency