Customer Service Lead (HR Helpdesk)

An HR helpdesk job description includes responding to employee inquiries about HR policies, procedures, and systems, resolving issues, and escalating complex problems to the appropriate HR representatives . Key responsibilities involve providing timely and accurate information, maintaining detailed records of interactions, and assisting with administrative tasks like data entry and file management. Strong customer service, communication, problem-solving, and organizational skills are essential for this role.

Key Responsibilities

• Respond to employee inquiries : Answer questions and provide guidance on HR-related topics such as benefits, payroll, policies, and procedures via phone, email, or other communication channels.
• Resolve issues : Investigate and resolve first-tier issues or elevate more complex cases to the correct HR specialist or department.
• Maintain records : Log all employee queries, track the actions taken, and ensure accurate and up-to-date records are kept in the HR system.
• Data entry and administration : Enter data into HR systems and assist with administrative duties like updating employee files, scheduling meetings, and managing personnel records.
• Provide support for HR systems : Help employees with system access, password resets, and navigating HR software or online portals.
• Process requests : Review and process employee requests, such as those related to leave or other forms, ensuring they are complete before administrative processing.

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