As an Customer Service Agent you will focus the majority of your time on Customer Service activities.

You will also, based on workload requirements, gain valuable experience supporting the Data Service Function. The key responsibilities of the Customer Service Function (CSF) include:

• Deliver an excellent employee experience through real-time and non-real time communication channels: live-chat, voice and email using NGA HR policies, procedures and/or practices
• Handle user enquiries and “real-time” transactions with high First Call Resolution (FCR) rates including performing data-entry
• Prepare and complete accurate work and update customer ticket via system
• Effectively transfer misdirected customer requests to the appropriate party
• Analyze and solve HR system questions: Workforce Administration (WFA), Time and Attendance, Organizational Management, Payroll etc.
• Analyze and solve HR questions: Policies, procedures, collective agreements etc.
• Provide HRIS Navigation Support to our clients
• Archive documents in Employee Files
• Maintain a basic knowledge of NGA HR’s services: HR Administration, Talent Administration etc.

In addition, you will be encouraged to:

• Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity
• Participate in activities designed to improve customer satisfaction and business performance.

Skills and Experience

NGA Human Resources offers you a unique chance to build a career in a vibrant, agile and growing organization, yet one with truly global client relationships and a wide range of opportunities.

At NGA HR, we’re dedicated to our clients, and we operate as a single, global team striving for excellence and innovation in everything we do. Talk to NGA and discover what A World of Opportunity can mean for you.

You have:

• Fluent Hebrew and English is a must
• High School diploma or equivalent
• 1-2 years relevant experience administering Payroll, Health & Welfare/Benefits or other HR Service in an HR consulting, HR Outsourcing or Corporate environment.
• Good HRIS knowledge: Workday, SAP, or PeopleSoft knowledge preferred
• A good understanding of external, client and internal compliance requirements
• Good Excel, PowerPoint, and Word skills
• A good understanding of how the available tools/systems enable the delivery of service excellence and the ability to use these tools and systems effectively and consistently
• An understanding of the scope of services and Key Performance Indicators (KPIs) that apply to own role
• The ability to follow NGA HR Customer Service standards
• The ability to demonstrate excellent customer service/support skills
• The ability to demonstrate excellent written and oral communication skills

It would be desirable if you also have:

• Willingness to rotate shifts, as needed
• The ability to collaborate and work in a team environment, as well as, work independently and make sound decisions