Job Scope
This position is responsible for handling a wide range of HR inquiries and transactions, providing timely and accurate responses, and ensuring exceptional customer service.
Job Requirements
Education
B.A. in Business Administration, Human Resources Management, or any related field as per the country regulations
Experience
2+ years of experience in a related field.
Language
Proficiency in written, read, and spoken Arabic and English languages.
Professional Knowledge
- Knowledge in Applicable Labor Laws
- Knowledge in HRM Principles
- Data Gathering & Analysis
- Knowledge of Social Security Principles
- Employee Relations Management
- Knowledge of Microsoft office
- Knowledge in MenaItech system or other HRMS.
Executive & Technical Duties
- Process HR transactions, including but not limited to benefits and compensation administration, payroll data and records management such as overtime and leave requests, ensuring compliance with company policies and procedures.
- Manages HR process outsourcing vendors and contracts including payroll, hiring, and disciplinary actions.
- Coordinate and manage the medical insurance process for employees, including enrollment, claims processing, and resolving any insurance-related inquiries or issues. The Medical Insurance Representative plays a critical role in ensuring accurate and timely communication between employees, insurance companies, and healthcare facilities to facilitate seamless payment processing and resolve billing disputes.
- Maintain comprehensive and up-to-date knowledge of medical insurance policies, regulations, and reimbursement guidelines to provide accurate and informed assistance to stakeholders.
- Administer social security benefits, including handling injury claims and managing tax-related matters monthly, while also performing necessary transactions annually in compliance with regulations and company policies.
- Support solving employee conflicts and improving HR administration; develop strong relationships and effective communication between company employees.
- Conduct investigations and ensure any escalated issues are handled in a timely manner and resolution is communicated.
- Process offboarding processes for employees, including leave balance calculations, system operations, and related tasks.
- Providing advice, documenting and processing maternity leave, secondments, part time arrangements, transfers ensuring the accuracy, completeness and timeliness of all employee data entered HRIS and all other relevant records.
- Serve as the primary point of contact for employees and managers regarding HR-related inquiries, such as benefits, work permits process, payroll, policies, and procedures.
- Assist employees with accessing and navigating HR systems and tools, ensuring data accuracy and confidentiality.
- Maintain quality customer services by responding promptly and accurately, sensitively and politely to inquiries via phone, email, or other communication channels.
- Proactively identifies and contributes to the development of opportunities to improve the customer (employee) experience through changes in internal protocols and with vendors, fostering an environment where employees excel in their work and feel motivated.
- Understand the regulations & employment laws in each local country and ensure they comply with the company HR policies & procedures.
- Maintaining all documents related to the HR department organized, easy to retrieve and up to date and confidential according to the company policies.
- Responsible for providing exceptional customer service and support through various communication channels, including phone, email, and live chat. As the first point of contact for our customers, the Contact Center Representative plays a crucial role in delivering a positive customer experience and resolving inquiries in a timely and efficient manner.
- Provide accurate and comprehensive information regarding services, policies, and procedures to address customer queries and concerns.
- Identify and escalate priority issues and complex customer situations to the appropriate department or supervisor for resolution.
- Conduct follow-up communication with customers to ensure satisfaction, gather feedback, and address any unresolved issues.
- Utilize Human Resource Information Systems (HRIS) software to record and track customer interactions, inquiries, and resolutions.
- Meet or exceed individual and team performance targets, including average handling time, first-call resolution, and customer satisfaction metrics.
