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Sep 05, 2024

Helpdesk Agent - HR

  • Atlantis
  • The Bahamas
Hospitality Customer Service Management Media-Journalism

Job / Advertisement Description

Main Duties and Responsibilities:
  • Answer and screen all telephone calls in a pleasant and courteous manner adhering to the telephone standards of the department/company.
  • Greets and assists all internal and external customers in a professional, courteous manner by phone or in person.
  • Ensures that the Help Desk environment/area is properly maintained and always manned.
  • Achieve individual successful call resolution more than 90% of total calls daily.
  • Ensure that at least 90% of calls are closed daily.
  • Prioritizes all calls (All safety related calls are to be given priority), as per sense of urgency and service levels.
  • Ensures that all equipment or tools needed to properly function within the department are in operation and that all malfunctions are reported to your supervisor immediately.
  • Report all possible ordering of supplies needed for the proper functioning of the Help Desk and assist in the arrangement for equipment maintenance.
  • Performs any other reasonable duties as requested.
  • Maintain more than 98% call logging daily.
  • Maintain an abandon rate of less than 5% on a weekly basis by individual.
  • Be courteous to all customers, display a helpful attitude and exhibit a sense of business presence and professionalism.
  • Takes responsibility for logging and resolving all internal and external customer complaints immediately.
  • Ensures the timely and efficient processing of each customer's request through the entire process.
  • Ensures all calls are routed/assigned to the proper Human Resources Personnel and follow-up to ensure successful resolution by assignee.
  • Assist in managing the Help Desk in the absence of direct supervision with a keen understanding of other team member's responsibility.
  • Ensures strict adherence to all HR Help Desk service level agreements, policies, and procedures.
  • Ensures a complete understanding of and adherence to the company policies in the Employee Handbook and Manual.
  • Ensures a complete understanding of and adherence to the policies as outlined in the HR Help Desk Training Manual.
  • Recognizes and identifies potential areas where existing policies and procedures change, or where new ones need to be developed.
  • Attends leadership or job functional training when required to acquire or improve skills necessary to perform daily duties.
  • Remain at workstation as rostered, all other exceptions to be authorized by manager.
  • Review the Help Desk log from the previous day and follow up on any/all unresolved requests/issues.
  • Assist in the generation and production of the Help Desk Reports (the ability to spot trends and report them to management is a must).
  • Update Supervisor on all Help Desk Issues.
  • Reports any unusual/abnormal occurrences or requests to your manager.
  • Assist in other Human Resources departments where needed.
  • Maintain a sound knowledge of the company's facilities and related services.
  • Assists with the distribution of information throughout the Human Resources Department as needed.
  • Fulfills departmental requirements in terms of providing administrative notification during periods of illness, vacation, or education.
  • Assists with Human Resources projects and staff events, i.e., Fun Day, Long Service Awards, etc.
  • Attends all meetings as required to ensure immediate updates on all current information.
  • Ensures a complete understanding of and adherence to the company's fire safety and emergency procedures and how to act upon them. Be aware of accident prevention policy.
  • Maintains confidentiality of ALL information always received.
Required Qualifications:
  • High School Diploma.
  • BGCSE English Language and Math with a pass of grade "C" or above.
  • Articulate, well spoken and great verbal and written communication skills.
  • Courteous, well-modulated voice.
  • A pleasant and outgoing personality.
  • Ability to learn quickly and retain information to assist the caller in a professional a timely manner.
  • Ability to adapt to new and constantly changing environment/situations.
  • Exhibits a sense of business presence and professionalism.
Atlantis
About Atlantis

Do you have what it takes to work in paradise?

At Atlantis Paradise Island, our success relies on the strength of the people we employ. That's why we focus on attracting and retaining colleagues with a strong sense of leadership and an even stronger sense of passion. We're dedicated to creating a culture where our colleagues are motivated and challenged to invest their creativity. Our people are what distinguish us. So, we're always providing opportunities to help them further develop their skills, their goals and their long-term career success.

 

Atlantis Paradise Island is an ocean-themed resort on Paradise Island in the Bahamas. It features a variety of accommodations built around Aquaventure, a 141-acre waterscape, which includes fresh and saltwater lagoons, pools, marine habitats, and water slides and river rides.

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