Overview
Working with inspiring and experienced colleagues, you'll find that the
atmosphere in our office is informal and engaging. With drive and ingenuity,
our teams deliver vital services to PepsiCo employees around the world. With
an active, get things-done culture, this is a place where your dynamism and
agility will make a difference.
Job Overview
The HR Ops Associate acts as the first line of support between employees and
HR staff. To aid PepsiCo employees with their day-to-day issues, you will log
queries on our ticketing system and look for the best way to resolve them
efficiently. You will work closely with other team members to improve our
services and achieve shared goals.
Responsibilities
• Log received queries on ticketing system.• Resolve queries quickly and
efficiently or direct the employee to the right channel.• Identify recurring
problems, report trends to management, and recommend possible solutions or
correction procedures• Resolve as many requests as possible on first call
resolution, thereby reducing the number of inquiries redirected to next level
of support• Prepare weekly & monthly analysis report about call center
activities.• Provide an advisory service to employees ensuring that they are
fully aware of their entitlements.• Ensure a consistent and high level of
customer service and operational excellence that will ensure transactions are
resolved efficiently.• Partner with team members to execute plans to improve
customer satisfaction with a focus on processes.• Manage escalation and take
ownership for ultimate issue resolution• Ensure smooth on-boarding, training,
process and support documentation and aids for colleagues as needed.• Ensure
knowledge management platform is updated.
Qualifications
o 0-1 years experience in HR Shared Services processo Service management and
ticket management system experienceo Experience of improving and optimizing
processes preferredo Very good English language skills
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