Introduction The Senior HR Customer Service Representative is responsible for providing exceptional customer service to employees, managers, and other stakeholders by responding to inquiries, resolving issues, and providing information on HR-related topics. This role requires strong communication and problem-solving skills, as well as the ability to work in a fast-paced environment and mentor junior staff. Your Role and Responsibilities **Key Responsibilities: ** * Respond to employee inquiries and concerns via phone, email, and in-person * Provide accurate and timely information on HR-related policies, procedures, and benefits * Resolve complex employee issues and concerns in a fair and professional manner * Escalate issues to senior HR staff or management as needed * Mentor and coach junior HR Customer Service Representatives to improve their skills and performance * Develop and maintain relationships with employees and managers to understand their needs and concerns * Identify and report trends and patterns in employee inquiries and concerns * Collaborate with other HR staff to resolve employee issues and improve customer service * Maintain accurate and up-to-date records of employee interactions and issues * Stay up-to-date with changes in HR policies, procedures, and regulations Required Technical and Professional Expertise * Bachelor's degree in Human Resources, Business Administration, or related field * 3-5 years of experience in HR or customer service, with at least 2 years in a similar role * Strong communication and problem-solving skills * Ability to work in a fast-paced environment and prioritize tasks effectively * Excellent customer service skills and ability to handle sensitive and confidential information * Proficiency in HR software and systems , Success Factors and Service Now * Ability to work independently and as part of a team * Strong attention to detail and analytical skills * SHRM-CP or PHR certification preferred Preferred Technical and Professional Expertise * Experience in a leadership or supervisory role * Experience with HR systems and software * Bilingual or multilingual skills * Experience in a similar senior HR customer service role **Work Environment:** * The Senior HR Customer Service Representative will work in a fast-paced and dynamic environment with frequent interruptions and changing priorities. * The role requires strong communication and problem-solving skills, as well as the ability to work independently and as part of a team. * The Senior HR Customer Service Representative may be required to work flexible hours, including evenings and weekends, to meet the needs of the business. About Business UnitIBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet. Your Life @ IBMIn a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better. Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background. Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do. Are you ready to be an IBMer? About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world. Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world. Location StatementIBM offers a competitive and comprehensive benefits program. Eligible employees may have access to: - Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being. - Financial programs such as 401(k), cash balance pension plan, the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs. - Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law. - Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals. - Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year. This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role. We consider qualified applicants with criminal histories, consistent with applicable law. IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship. Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.