HR Helpdesk Agent (UAE National)

About GMG:
GMG is a global well-being company retailing, distributing and manufacturing a
portfolio of leading international and home-grown brands across sport, food
and health sectors. Its vision is to inspire people to win in ways that make
the world better. Today, GMG 's investments span across four key verticals:
GMG Sports, GMG Food, GMG Health, and GMG Consumer Goods. Under the ownership
and management of the Baker family, it has become a leading global company,
affiliated with the world's most successful and respected brands in the well-
being sector. Working across the Middle East, North Africa, and Asia, GMG has
introduced more than ‎120 brands into its markets.
About the Role:
This role requires the incumbent to maintain a calm and composed attitude and
demeanor while interacting with
employees of GMG. Provide resolution to employee queries in a timely manner.
Coordinate with various HR teams
for query resolution.

Key Responsibilities:
* Receive and understand various queries from employees from across GMG locations as first point of contact
* Categorize and record reported queries and provide solutions, also advises relevant persons of actions taken
* Logs incidents and service requests and maintains relevant records:
* Identifies and classifies incident types and service interruptions
* Records incidents cataloging them by issues and resolution
* Support problem identification and track through to query closure
* Advise users on appropriate course of action
* Monitor issues from start to resolution
* Escalate if needed, any unresolved or complex problems to a higher level of support
* Ensure quality in responses while maintaining TAT as per agreed SLAs
* Participate and ensure employee participation in the feedback mechanism of the Helpdesk
* Participate in updating FAQs and process improvement discussions and projects
* Also contributes to creation of support documentation
* Uses experience to address problems and interrogates database for potential quick solutions.

Educational Qualifications and Certificates:
* Graduation in any stream, HR certification is preferred
Experience:
* ‎2-‎4 years of relevant experience, preferably in GCC locations
* Experience with a customer interactive role in a contact center or an office reception
* Good and working knowledge of computer, systems and Microsoft Office (Word, PowerPoint, Excel)

Skills:
* Detail and process oriented
* Good communication skills, especially written communication in an office setup
* Knowledge of Arabic language
* Good at coordination
Language requirements

* English