Job Purpose

• Responsible for handling a variety of customer service calls in a prompt and courteous manner channelled through the HR support call centre. To resolve and respond to questions and problems regarding human resource matters and complete related reports, records and files.

Education and Experience

Minimum Qualification & Experience Required 

• Relevant Higher Certificate (NQF5) AND 2 years’ experience in a similar environment

Alternative

• Senior Certificate (NQF 4) AND 3 years’ experience in a similar environment

Job Outputs:

Process

• Communication of transactional outputs and queries in area of work according to policies and quality requirements.
• Contribute to the development and improvement of area specific standards procedures and processes to ensure continued quality and service improvement.
• Deliver on contracted performance objectives and escalate unresolved delivery and quality issues to management to identify and process owners.
• Draw on own knowledge and experience to identify and develop solutions that leads to improved service delivery and quality.
• Effectively plan and schedule own activities to continuously improve on quality and service delivery in a area of work.
• Report on transactional and process activities within set guidelines to provide timely information for decision making.
• Maintains and improves quality results by adhering to standards and guidelines.
• To ensure the confidentiality and security of information to maintain the integrity of SARS.
• Support all kinds of HR technical issues.
• Be observant and engage on possible violations of procedures and standards of conduct and escalate where necessary.
• Process routine service requests for purchase, redemption’s, transfers, new account set-up and other maintenance items requested by the customer.
• Perform special assignments from time to time such as research work, obtaining special authorisations, outbound calls and data entry.
• Manage and resolve escalated employee complaints.
• Update existing employee information where necessary and produce activity reports.
• Follow up employee calls/emails where necessary.
• Ensure proper recording, documentation and closure, keep and maintain a question-and-answer sheet (script sheet) for future referencing.
• Provide a world class customer service to customers by answering questions, resolving issues and assisting with HR matters.

Governance

• Comply to set governance and compliance procedure and processes related to an area of work and continuously identify and escalate risks.

 People

• Search for, integrate and share new knowledge attained through formal and informal learning opportunities in the execution of your job.
• Drive own performance and development in order to achieve and improve on work outputs in line with required response time, quality and service delivery standards.

Finance

• Adhere to specified policies, standards, legislation and procedures to prevent wastage on resources, unauthorised expenditure and wasteful expenditure and report violations.

Client

• Contribute to a culture of service excellence, which builds positive relationships and provides opportunity for feedback and exceptional service.

Behavioural competencies

• Honesty and Integrity 
• Fairness and Transparency
• Accountability
• Conceptual Ability
• Trust
• Respect
• Attention to Detail

Technical competencies

• Active Listening
• Communication skills
• Efficiency improvement
• Knowledge of HR Policies and Procedures
• Quality Control
• Query Resolution
• Stress Management