Helpdesk & Case Management Associate -EMEA
Helpdesk & Case Management Associate -EMEA
Posted on :
20-08-2025
Employer Active
1 Vacancy
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Job Description
Description
Position Summary:
Provide Tier 1 support as the first point of contact for HR queries across EMEA. Deliver accurate timely responses and case resolution to employees and managers while ensuring compliance with regional processes and policies.
Key Responsibilities:
- Receivelog and triage HR cases via ticketing systems and phone.
- Provide first-line resolution for common inquiries (policies benefits process guidance).
- Escalate complex cases to Team Leader or COEs as required.
- Maintain accurate records and case documentation.
- Support knowledge base maintenance and continuous improvement initiatives.
- Ensure compliance with data protection requirements (GDPR).
Key Responsibilities:
Education:
- Bachelors degree in HR Business Administration and/or CIPD qualification preferred although other related fields may be considered
Special Skills & Competencies;
- Proven experience in HR shared services or contact center environment.
- Strong data accuracy and attention to detail.
- Strong customer service mindset and communication skills.
- Proficient in HRIS and ticketing tools.
- Fluent in English; additional European language an advantage.
- Proficiency with HRIS platforms (SuccessFactors Oracle Workday).
Key Performance Indicators (KPIs) & SLAs:
- 95% first-contact resolution rate.
- 98% case closure within SLA.
- Zero critical compliance breaches.
- 95% customer satisfaction ratings
Required Experience:
IC
Employment Type
Full-Time
Key Skills
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