1+ months

Tier 1 Support, HR Client Interaction Associate

Cork, Cork
Tier 1 Support, HR Client Interaction Associate
Europe; Middle East; Africa
Are you interested in serving in an HR role that delivers exceptional service to the organization? Do you enjoy the challenge of digging into data, interfacing with lots of different people, and supporting multiple HR processes?

At Lilly, we serve an extraordinary purpose. We make a difference for people around the globe by discovering, developing, and delivering medicines that help them live longer, healthier, more active lives. Not only do we deliver breakthrough medications, but you also can count on us to develop creative solutions to support communities through philanthropy and volunteerism. Our HR Service Center is an organization built to provide support to employees, managers, and HR colleagues around the world to ensure they can resolve HR questions, complete HR tasks, and get support from HR to allow them to focus on their roles in making a difference for people around the globe.
As the HR Client Interaction Associate, you will be the first point of contact for most HR enquiries from employees, managers and HR across a wide variety of HR processes and transactions. Your key responsibilities will include:

  • Taking, assessing and resolving first line calls, chats, and emails on the helpdesk.
  • Logging all interactions on the call management system or case management tool, referring or closing calls as appropriate and resolving enquiries within agreed time frame.
  • Explain and applying HR policy and procedures to advise managers, employees and HR through their query.
  • Providing guidance to users on the use of systems including Workday and the local intranet to help them find information and process transactions/submit requests electronically.
  • Understand scope of services and Service Level Agreements for customers and drive improvement in performance deliverables.
  • Manage escalations, direct or liaise inquiries where necessary to Center of Expertise, Shared Service Center Management and external parties e.g. benefit provider etc.
  • Maintain electronic employee personnel files.
  • Provide ongoing feedback and share learning
    • to content governance team to maintain strong tier 0 content
    • to other team members and Training Analyst on either new specialist topic or require learning.
  • May require work in shifts to provide coverage to other team members in accomplishing team objectives
  • 2-3 years experience in a call centre supporting operations preferably in HR
  • Bachelors Degree or equivalent work experience
  • Bilingual/multilingual
    • For KL, Mandarin and Japanese
For Cork, French, Spanish, Germany, Italian, Brazilian Portuguese
  • Strong oral communication, listening and customer service skills
  • Bilingual/Multilingual
  • Knowledge of using call logging/ case management tools preferred
  • Prior experience of Workday & specialized knowledge in HR is preferred
Quality driven and solution oriented
Flexibility in hours worked expected, some holiday work required.

Lilly is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.
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  • Science
Posted: 2019-10-14 Expires: 2019-12-12

As one of the oldest continuously operating companies in the United States, we are proud of all the innovative work we’ve accomplished for the last 140 years to improve global health.

We are looking forward to an even more successful future in which continued innovation and contributions from top talent in all areas of our organization will be critical.

Are you looking for a way to make life better for people around the world? We have opportunities in many areas of our organization. Please use the search feature to see the wide scope of our positions.

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Tier 1 Support, HR Client Interaction Associate

Cork, Cork

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