Customer Engagement Administrator - eMalahleni at De Beers Group

Job Description:

The Customer Engagement Administrator is responsible for executing Contact Centre and Walk-In Centre activities in a manner that ensures excellent customer service delivery. The incumbent is responsible for the resolution of first line HR and employee queries.

• 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/ queries on the relevant systems.
• Verify documents in terms of correctness in terms of the Customer HR policies, procedures, and relevant conditions of employment.
• Verification of information on systems and submission of payroll input documentation.
• Ensure that the correct ES forms are utilized.
• Check validity of recorded submissions and escalate errors for resolution, when necessary.
•  Verification of information on systems and submission of payroll input documentation to the Employee Data Management team.
• Act as a distribution point for distribution of general GSS and HR information distribution e.g. IRP5’s, Retirement Fund statements, etc.
• Printing, sealing and distribution of monthly remuneration statements/payslips.
• 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

Qualifications:

• Grade 12/ Matric (essential)
• Payroll or HR qualification (advantageous) (Recognition of Prior Learning will be acknowledged)

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
• Legislation pertaining to the payroll environment, i.e. SARS, POPI, BCEA, etc
• Strong analytical & problem-solving abilities
• Basic planning & prioritising competency
• Strong investigative proficiency

Closing Date:

16 August, 2023