The Customer Service team at NGA HR consists of two functional teams, each with a primary focus :
Customer Management (CMA)
Data Management (DMA)
As a Customer Service Associate you will focus the majority of your time on CMA or DMA activities but also, based on workload requirements, gain valuable experience supporting the other function within the Customer Service organization.
The key responsibilities of the two functions include :
Customer Management (CMA)
Deliver an excellent employee experience through live-chat, voice and email using NGA HR policies, procedures and / or practices
Handle user enquiries and real-time transactions with high First Call Resolution (FCR) rates including performing fast data-entry
Prepare and complete accurate work and update customer ticket via system
Effectively transfer misdirected customer requests to the appropriate party
Analyze and solve HR system questions : Workforce Administration (WFA), Time and Attendance, Organizational Management, Payroll etc.
Analyze and solve HR questions : Policies, procedures, collective agreements etc.
Provide HRIS Navigation Support to our clients
Archive documents in Employee Files
Maintain a basic knowledge of NGA HR’s services : HR Administration, Talent Administration etc.
Data Management (DMA)
Perform HRIS system data entry including the data entry part related to larger process : Pre-payroll with support from payroll management (if required), Workforce Administration (WFA), Time and Attendance etc.
Perform Mass Uploads and mass controls
Produce Employee Letters regarding changes made into the system
Complete audit controls related to data quality
Simple Reporting related to data using pre-created reports and in-line with Statement of Services (SoS)
Complete scheduled data-entry activities : Terminations, bonuses etc.
In addition and irrespective of your primary function, you will be encouraged to :
Contribute ideas on ways to resolve problems to better serve the customer and / or improve productivity
Participate in activities designed to improve customer satisfaction and business performance.
Skills and Experience
NGA Human Resources offers you a unique chance to build a career in a vibrant, agile and growing organization, yet one with truly global client relationships and a wide range of opportunities.
At NGA HR, we’re dedicated to our clients, and we operate as a single, global team striving for excellence and innovation in everything we do.
Talk to NGA and discover what A World of Opportunity can mean for you.
You have :
High School diploma or equivalent
1-2 years relevant experience administering Payroll, Health & Welfare / Benefits or other HR Service in an HR consulting, HR Outsourcing or Corporate environment.
Good HRIS knowledge : Workday, SAP, or PeopleSoft knowledge preferred
A good understanding of external, client and internal compliance requirements
Good Excel, PowerPoint, and Word skills
A good understanding of how the available tools / systems enable the delivery of service excellence and the ability to use these tools and systems effectively and consistently
An understanding of the scope of services and Key Performance Indicators (KPIs) that apply to own role
The ability to follow NGA HR Customer Service standards
The ability to demonstrate excellent customer service / support skills
The ability to demonstrate excellent written and oral communication skills
Reasonably proficient in English language
It would be desirable if you also have :
Willingness to rotate shifts, as needed
The ability to collaborate and work in a team environment, as well as, work independently and make sound decisions
Key Competencies and Description
Be Accountable : Communicate effectively and generate the desired effect, understand responsibility of ones actions and have a positive sense of humour and outlook
Solve Problems : Identify problems and escalate them, put forward creative ideas and understand changes and be adaptable
Take Ownership : Seek clarity of role and understand individual and team objectives
Be Client Centric : Meet the expectations of clients and understand the balance between external and internal clients
Be Effective : Understand priorities and demonstrate your ability to set them individually, understand operational processes and know the NGA HR Way and values
NGA Human Resources is a global leader in helping organizations make HR work better, by transforming their business-critical HR operations to deliver more effective and efficient people-
critical services. We help our clients become better employers through smarter, more streamlined data architecture and business processes to save money, manage employee life cycles and support globally connected agile organizations.
This is how NGA makes HR work. What sets us apart is The NGA Advantage. It’s a combination of deep HR experience and insight, advanced technology platforms and applications and a global portfolio of flexible service delivery options.
One Team : Ours is an interactive environment. We celebrate our diversity and recognize the strength of what we can achieve as a united team.
Innovation : We are a creative and resourceful organization. We have a talent for looking at things differently and are passionate about bringing new ideas to life.
Speed : Our energy and focus means that we always deliver quality, quickly and efficiently
Responsibility : We can count on each other. We personally take responsibility for delivering on our promises. We trust our colleagues to do the same.
Excellence : We are committed to excellence. Our internal and external customers are at the heart of everything we do and we strive to over-achieve.
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