Job Description
Job Summary
HR Shared Services Tier 1 Advisors play a vital role in handling and resolving employee inquiries that are received via phone and email. The scope of work also covers navigational support for HR systems.
Job Responsibilities
Accurately handles inquiries related to new hire, terminations, personal or job-related enquiries using the case management tool.
Coordinate with Business Partners and team members to ensure accuracy of data prior to resolving enquiries.
Provide quality customer service in response to inquiries made via phone, Chat or e-mail from Employees, Internal Business Partners, as well as External Business Contacts.
Use procedures, policies, knowledge database and other reference materials to assist in answering inquiries.
Research routine to complex questions and problems and provide appropriate responses or escalate as appropriate.
Appropriately identify and escalate inquiries that are high in complexity or require other attention to the appropriate unit.
Accurately logs-in all cases into the case management system.
Meet established Quality and Key Performance Metrics.
Must have the ability to remain focused, professional, tactful and discrete when handling sensitive and/or confidential information.
Demonstrate the ability to work effectively in a team environment with general direction while providing support to peers.
Participates in continuous improvement workshops and projects.
Participate in other departmental responsibilities as assigned.
Job Requirements:
Diploma/bachelor's degree in any field
Strong written and oral communication skills in Thai and English
Ability to work in fast paced environment
Strong analytical skills with attention to detail
Strong interpersonal, customer service, and problem-solving skills
Ability to follow strict policy guidelines and recognize situations requiring escalation
Ability to follow standard procedures and scripts
