People Support Specialist

Summary

Apple is where individual imaginations gather together, committing to the values that lead to great work. Every new product we build, service we create, or Apple Store experience we deliver is the result of us making each other’s ideas stronger. That happens because every one of us shares a belief that we can make something wonderful and share it with the world, changing lives for the better. It’s the diversity of our people and their thinking that inspires the innovation that runs through everything we do. When we bring everybody in, we can do the best work of our lives. Here, you’ll do more than join something — you’ll add something.

People Support Specialists are responsible for providing exceptional service to team members, managers, and the People team community in response to inquiries related to a wide range of HR-related topics, such as HR policies, benefits, compensation, personal data, HR systems, and web tools. We support the APAC region. An ideal candidate is passionate about the employee experience while upholding Apple’s commitment to privacy.

Description

An ideal candidate is passionate about the employee experience while upholding Apple’s commitment to privacy.

Responsibilities

• Respond to inquiries related to a wide range of HR-related topics, including but not limited to HR policies, benefits, compensation, personal data, HR systems, and web tools
• Handle cases with moderate complexity, requiring minimal supervision
• Handle inbound calls and chats from employees, attentively listening to their needs and concerns, and offering them helpful solutions to their problems
• Responsible for maintaining records of information received during conversations and logging them into the case management system
• De-escalate situations involving discontent or dissatisfied team members by providing patient assistance and support to facilitate a resolution
• Maintain service level metrics by effectively managing time and demonstrating strong organizational skills
• Collaborate effectively with other HR specialists to enhance the overall employee experience
• Effectively share information using sound judgment, while also carefully considering and addressing the concerns and questions of employees
• Maintain smooth communication with team members and promptly resolve their queries

Minimum Qualifications

• 3 - 6 years customer service experience with minimum 2+ years related HR related experience
• Bachelors degree or equivalent experience
• Technical proficiency and ability to navigate multiple tools and resources
• Language requirements: English with exceptional communication skills, both written and
• verbal

Preferred Qualifications

• Workday/ServiceNow/Kronos/ADP or experience with related tools is preferred
• Experience working in a high volume support focused environment
• Comfortable working in fast-paced environments
• Protects and effectively works with highly sensitive information
• Communicates effectively and accurately by phone and writing using professional grammar
• Cultivates relationships, works collaboratively, and demonstrates a connection across the team
• Demonstrates positive attitude and a sense of urgency, priority, flexibility and focus in
• researching answers to inquiries
• Demonstrates perseverance, ability to adapt to frequent changes, and aptitude at managing
• through ambiguity