HR Support Specialist (EMEA Shift)

We are looking for a highly motivated and detail-oriented HR Support Specialist to provide outstanding assistance to employees on HR-related inquiries. The ideal candidate will have experience in HR query management, a strong customer-first mindset, and the ability to communicate complex policies in a clear and concise manner. This role requires working in an EMEA shift and ensuring seamless employee support while maintaining the highest standards of confidentiality.

Key Responsibilities:

Employee Query Management & Support:

• Act as the first point of contact for employees seeking HR-related support.
• Provide accurate, timely, and consistent responses to HR inquiries using the Knowledge Base tool.
• Take ownership of employee queries, ensuring prompt resolution whenever possible.

Policy Interpretation & Guidance:

• Research, interpret, and explain company policies, procedures, and HR guidelines.
• Educate employees on HR processes, including benefits, payroll, leave policies, and compliance requirements.

Case Handling & Escalation:

• Follow customer concern matrix protocols, escalating complex queries to Subject Matter Experts (SMEs) when required.
• Ensure a smooth handoff of escalated cases, maintaining clear and detailed documentation.

Tracking & Performance Management:

• Log, track, and manage inquiries using the tracking system and Workday.
• Ensure timely follow-ups and resolutions in accordance with Service Level Agreements (SLAs).
• Monitor key performance metrics and strive to exceed established benchmarks.

Exceptional Customer Service:

• Deliver a best-in-class employee experience, responding to queries in a professional, empathetic, and respectful manner.
• Maintain strict confidentiality and data integrity when handling sensitive employee concerns.
• Identify opportunities for process improvements to enhance HR support services.

Qualifications & Skills Required:

Experience:

• 2-4 years of experience in HR query management, HR operations, or HR shared services.

Education:

• Bachelors Degree or equivalent combination of education and experience.

Technical Skills:

• Not applicable (NA).

Soft Skills:

• Excellent communication skills both verbal and written.
• Quick learner with strong problem-solving abilities.
• Collaborative mindset with the ability to work in a fast-paced environment.
• Empathy and patience in dealing with employee concerns.