Helpdesk & Case Management Associate -EMEA

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  • Glasgow
  • Permanent
  • Full-time
  • 16 days ago
Degree Level: Bachelor's DegreeJob Description:Position Summary:Provide Tier 1 support as the first point of contact for HR queries across EMEA. Deliver accurate, timely responses and case resolution to employees and managers while ensuring compliance with regional processes and policies.Key Responsibilities:
  • Receivelog, and triage HR cases via ticketing systems and phone.
  • Provide first-line resolution for common inquiries (policies, benefits, process guidance).
  • Escalate complex cases to Team Leader or COEs as required.
  • Maintain accurate records and case documentation.
  • Support knowledge base maintenance and continuous improvement initiatives.
  • Ensure compliance with data protection requirements (GDPR).
Key Responsibilities:Education:
  • Bachelor's degree in HR, Business Administration, and/or CIPD qualification preferred although other related fields may be considered
Special Skills & Competencies;
  • Proven experience in HR shared services or contact center environment.
  • Strong data accuracy and attention to detail.
  • Strong customer service mindset and communication skills.
  • Proficient in HRIS and ticketing tools.
  • Fluent in English; additional European language an advantage.
  • Proficiency with HRIS platforms (SuccessFactors, Oracle, Workday).
Key Performance Indicators (KPIs) & SLAs:
  • 95% first-contact resolution rate.
  • 98% case closure within SLA.
  • Zero critical compliance breaches.
  • ≥95% customer satisfaction ratings
About Us: Coherent is a global leader in lasers, engineered materials and networking components. We are a vertically integrated manufacturing company that develops innovative products for diversified applications in the industrial, optical communications, military, life sciences, semiconductor equipment, and consumer markets. Coherent provides a comprehensive career development platform within an environment that challenges employees to perform at their best, while rewarding excellence and hard-work through a competitive compensation program. It's an exciting opportunity to work for a company that offers stability, longevity and growth. Come Join Us!Note to recruiters and employment agencies: We will not pay for unsolicited resumes from recruiters and employment agencies unless we have a signed agreement and have required assistance, in writing, for a specific opening.

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