Contact Center Specialist- Central Africa Time Zone (English&French) at EABL/Diageo SA/Brandhouse

On Friday, November 8th, 2013
Contact Center Specialist- Central Africa Time Zone (English&French)
Human Resources

** Application deadline- 24th November 2013**

Reports To: Contact Centre Team Leader


First point Africa launches in April 2013 and will provide HR support services to; Nigeria, East Africa Breweries Ltd (and its various business units), Africa Regional Markets (and its various business units), Diageo SA and Brandhouse.

Roles within first point are split into Tier 1 and Tier 2 support and span Employee Lifecycle Processes, Legal Documentation, Benefits administration, Employee Data Management, Policy advice and general HR and HR systems query support. The organization structure is split between roles based in a central location in Nairobi, Kenya and in market first point roles all designed to service the business.

The Contact Centre team is the first contact point and key customer service offering to all employees, line mangers and HR colleagues. The primary focus is around HR Query Resolution, Workday ‘how to’ queries and coordination of activities between various teams.

Query Resolution: Answer enquiries and requests for service across all the HR service activities and to all HR customers using specialized telephony and technology
Employee Data/Information Management: At the heart of the new HR model is consistency of approach and data integrity

Purpose of Role

The Contact Centre Advisor is the first line of contact for all HR enquiries received into first point and will resolve the majority of calls at source. They have a direct impact on how first point’s customers perceive their experience. The person in this role will be dedicated to customer service and resolving queries with a high degree of quality and accuracy. They will also demonstrate good judgment to interpret the customers need and appropriate response. They receive and process requests and enquiries using the technology and documentation provided and are the link between employees/customers and the Service Centre.

Top Accountabilities

•Delivers service to agreed performance levels and beyond.
•Involvement in specific projects throughout the year e.g. benefits enrolment, visa check, organization restructure support etc.
•Provides excellent customer experience by owning issues, managing expectations and closing the loop for employees, line managers and HR colleagues.
•Active ambassador for the HR model in the business, coaching employees and managers through their People Processes, on the use of Workday self-service, about Compliance requirements and also how to best leverage HR support.
•Ensure compliance requirements are understood and adhered to in relation to process execution and ways of working and that all CARM controls are upheld within the team and with customers. Zero breaches of data privacy, security or COBC policies.

Experience Skills & Knowledge required

•Experience in HR is highly desirable. Experience of working in a Shared Services environment also advantageous.
•Prior experience in delivering excellent customer experience is essential.
•Experience of working in a high paced environment, deliver to tight deadlines and managing expectations of stakeholders.
•Aptitude to quickly pick up systems and applications is a must (previous SAP HR, EIC or Cloud Technology experience all highly valued).
•Able to build great working relationships across the other first point teams and resolver groups.
•Workday knowledge and / or related technology or an aptitude to quickly pick up systems and applications.
•Languages preferred: Fluent, accurate English essential pre-requisite for all roles. Certain roles will also require fluent written and verbal French or Portuguese.

NB. Please note that all applicants will be required to undergo a numerical and verbal shl test. This will be sent to all applicants via email after the application deadline indicated above.


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