ERC Sr. Associate

Responsibilities:
• Carry out audits and checks on responses and cases raised as required to ensure a high degree of accuracy and ongoing service delivery
• Communicate effectively both verbally and in written form with employees to explain and resolve queries and concerns. This could be via email, phone and chat / instant messaging
• Resolve queries by referring to documentation such as frequently asked questions and standard operating procedures and escalate where these cannot be resolved
• Be part of a team that actively seeks customer feedback to improve levels of service
• Participation in the continuous improvement of HR processes.
• Receive queries via phone in English and Arabic, email or chat and log contacts into the shared service case management system