Customer Engagement Administator

3 days ago

Witbank, South Africa De Beers Group of Companies Full time

Company Description
- Global Shared Services (GSS) is a critical asset for Anglo American and De Beers enabling the delivery of functional service work for Finance & People Services to all Business Unit and Group Functions.

The vision for Global Shared Services (GSS) is to be an exceptional Shared Services organisation, with inspired people, delivering flawless processes, enabled by great technology.

There are three key strategic pillars that GSS is currently aligned to and delivering towards, namely, customers, colleagues and communities.

Proactive and meaningful stakeholder engagement, which includes employees, communication and effective change management are key success factors in the GSS journey

**Job Description**:

- The Customer Engagement Administrator is responsible for executing Contact Centre and Walk-In Centre activities in a manner that ensures excellent customer service delivery. The incumbent is responsible for the resolution of first line HR and employee queries.
- Portray a professional, customer orientated image of the GSS Employee Services organization.
- Work as an integrated Employee Services team member with the Employment Data Management and Payroll Execution teams to ensure knowledge transfer.
- Assist Customers in making more effective use of self-service stations and systems, products, and services.
- Educate and inform customers on the full range of services rendered by the Global Shared
- Staff and operate the Walk In Centre / Contact Centre with regards to:

- Current employee queries
- Potential future employee queries
- Ex-employee queries
- Management queries
- HR queries
- Interface with customers and service providers by providing a first line problem resolution service for the GSS and the Customer
- Respond to and investigate Customer queries and problems reported as well as requests (prioritizing as appropriate) e.g. reprinting of payslips, printing relevant payroll documents including leave form requests, etc
- Ensure accurate and methodical logging of customer requests/ queries on the relevant systems.
- Verify documents in terms of correctness in terms of the Customer HR policies, procedures, and relevant conditions of employment.
- Verification of information on systems and submission of payroll input documentation.
- Ensure that the correct ES forms are utilized.
- Check validity of recorded submissions and escalate errors for resolution, when necessary.
- Verification of information on systems and submission of payroll input documentation to the Employee Data Management team.
- Act as a distribution point for distribution of general GSS and HR information distribution e.g. IRP5’s, Retirement Fund statements, etc.
- Printing, sealing and distribution of monthly remuneration statements/payslips.
- Manages stakeholders by adhering to service level agreements.
- Establishes and maintains Business Partner Relationships with the appropriate parties to facilitate the optimal functioning of the Walk-In Centre / Contact Centre

**Qualifications**:

- Grade 12/ Matric (essential)
- Payroll or HR qualification (advantageous) (Recognition of Prior Learning will be acknowledged)

**Experience required**:

- 2-4 years working experience in HR or payroll field (essential)
- Knowledge of SAP systems (SAP 409, SAP Fusion)
- Knowledge of relevant query management system
- Legislation pertaining to the payroll environment, i.e., SARS, POPI, BCEA, etc.

**Additional Requirements**:

- Fluent in Business English
- Excellent verbal and written communicator
- Strong aptitude for Microsoft Office and a variety of system related functions, including Query Management and Document Management systems.
- Strong work ethic and ability to work effectively in a fast-paced environment.
- Strong interpersonal skills
- Legislation pertaining to the payroll environment, i.e. SARS, POPI, BCEA, etc
- Strong analytical & problem-solving abilities
- Basic planning & prioritising competency
- Strong investigative proficiency

**Additional Information
- What we offer**

When you join Anglo American, you can expect to enjoy a competitive salary and benefits package. But more than this, you’ll find yourself in an environment where the opportunities for learning and growth are second to none. From technical training to leadership programmes, we bring out the best in our people. There are plenty of opportunities to move onwards and upwards too. We’re a large, successful multinational company - and we’re still growing all the time.

**Who we are?**

Anglo American is a global diversified mining business. Our portfolio of world-class mining operations provides the metals and minerals that make modern life possible. We use innovative practices and the latest technologies to discover new resources and mine, process, move and market our products to our customers around the world.

**Inclusion and Diversity**

Anglo American is an equal opportunities employer. We are committed to promoting an inclusive a

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