HR Associate - Arabic Speaker

Job description / Role

hr.connect operates in a HR Shared Service environment, a central unit providing HR related services to a user base size of 12, 000 Employees, Manager and HR Business Partners in Al-Futtaim.

hr.connect being the one stop centre for all HR related matters and transaction activities. HR Associate acts as first point of contact supporting a user base of approximately 12,000 employees, managers and HR Business Partners in UAE, Bahrain, Oman, Kuwait and Qatar seeking assistance in HR Policy and processes, transactions, and Self Service portal namely ESS (Employee Self Service) and MSS (Manager Self Service).We are currently looking to recruit an experienced HR Associate to work from our HR Shared Service Centre based in Dubai Festival City. Reporting to the HR Contact Centre Manager, your key responsibilities are to manage all requests coming from the business via multiple contact channels and record these in CRM and provide advisory to all HR processes and policies and hr.connect self-service functional related queries within the target service levels.

Your duties will include:

* Answer inbound calls professionally and complete call logs in real time.
* Manage 50 KPI non-call requests a day.
* Record all requests and customer activity in CRM within the target service levels.
* Provide outstanding service via all communication channels.
* Display levels of expertise in specific functional area mainly HR processes, policies and hr.connect self-service.
* Promptly resolve majority of requests and routes complex cases or data maintenance to concerned team, using designed support tools and defined procedures.
* Ensure quality of responses by providing consistent and accurate information at all times.
* Responsible to protect data privacy at all time and adhere to confidentiality requirements.
* Handle and resolve customer complaints.

Requirements

To apply for the role you should have the following skills, experiences and qualifications:

* Candidates with fluency in spoken Arabic will only be considered.
* Bachelor Degree or equivalent in Business, HR, Psychology or Management.
* 2-3 years' experience in HRM/ Call Centre/ Customer Service/ SAP HR Support.
* 1-2 years' experience in SAP HR module such as PA, OM, Payroll and Time Management is a plus.
* Good analytical and problem solving skills.
* Good time management and follow-up skills, including, the ability to effectively balance quality and quantity of output in a detailed work environment.
* Excellent communication skill both verbal and written.
* Experience in using helpdesk tool such CRM is an advantage.
* Proficiency in computer and internet skills, especially Microsoft Office and Email.
* Multi-tasking ability in a fast-paced environment.
* Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.
* Demonstrated ability to effectively resolve customer issues/ complaints, including, patience.
* Good team player including the demonstrated ability to contribute to and foster a positive team environment.

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.