Job Description
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
The Global HR Coordinator for the HR Shared Services department serves as the initial point of contact for employees' general and HR-related inquiries. This position is responsible for delivering immediate support across various channels, including Live Chat, Email, and a ticketing system.
Operating within a dynamic, multinational setting, the Global HR Coordinator is crucial for ensuring service excellence, maintaining confidentiality, and accurately completing HR tasks by utilizing tools like HRIS and ticketing systems. This role supports employees globally and plays a key part in fostering a positive employee experience.
As Global HR Coordinator, You Will…
• Act as the first point of contact for general inquiries and HR inquiries across various channels (e.g., email, chat, ticketing system) and resolve issues at the first point of contact where possible.
• Ensure compliance with HR policies, labor laws, and data protection regulations while managing sensitive employee data.
• Provide high-quality customer service by responding to employee questions on benefits, policies, and procedures.
• Collaborate with HR Specialists, Campus HR, and other stakeholders to escalate and resolve complex issues.
• Support the maintenance of knowledge base content, FAQs, and SOPs to improve service delivery and employee self-service capabilities.
• Contribute to process improvement initiatives aimed at enhancing efficiency and operational excellence.
• Monitor ticket queues to ensure timely responses and resolution of inquiries, escalating issues as needed.
• Participate in ongoing training to stay updated on HR policies, system updates, and process changes.
As Global HR Coordinator, You Need…
• College-level education, preferably in Human Resources, Business Administration, or a related field preferred.
• 6 months to 1 year of experience in an HR Helpdesk.
• If no HR experience, candidates with at least 2 years of experience handling live chat or telephone calls in the call centre environment will also be considered.
• Fluent in English with excellent written and verbal communication skills.
• Experience working in HRIS platforms and ticketing systems. Experience with Dayforce, Zendesk, or Jira is considered a plus.
• Exceptional customer service skills, with a focus on empathy, responsiveness, and professionalism.
• High attention to detail and accuracy when managing sensitive HR data.
• Proficiency in Microsoft Office Suite or Google Workspace tools.
• Proven problem-solving and decision-making skills with the ability to prioritize in a fast-paced environment.
