How will you CONTRIBUTE and GROW
(A) HR APAC Global Business Services Operations
- Help and educate APAC GBS HR customers to navigate through Tier 0 (self-help) materials & functionality where assistance is required.
- Resolve enquiries leveraging on knowledgebase documents (e.g. FAQs, job aids, policy documents, etc) within the agreed service levels as defined in the Service Level Agreement.
- Provides regular status updates to customer and maintain customer contact until request is resolved and actively follow up on outstanding items and obtain feedback on resolution from the customers.
- Guide customers through troubleshooting, navigating the company systems or services.
- Assume ownership for cases and update the resolution accurately and on a timely basis in the case management system.
- Properly escalate complex enquiries to the next level of support or relevant subject matter experts.
- Helps to identify gaps in current knowledgebase and processes and highlight for improvements, actively participate in process / system enhancement.
(B) APAC GBS HR Transition
Support transition activities of APAC GBS HR which includes the following but not limited to:
- Transition activities across APAC ensuring compliance to standardized processes as well as statutory regulations.
- Support the enhancement and implementation of APAC GBS HR supporting tools and technologies
- Support key activities (i.e. new service, new module, training and etc) for a successful transition to the shared service center.
Who Are We Looking For
The successful candidate should have:
- 1 - 2 years experience in Service Desk/HR Helpdesk in a shared service center or customer service oriented environment.
- Degree in Human Resource Management/Business Administration or equivalent.
- Comfortable working in fast-paced environment.
- Strong communication skills in English both written and spoken.
- Great active listening skills, customer focus and adaptability to different personality types.
- Ability to multi-task, set priorities and manage time effectively.
- IT savvy and resourceful on leveraging various tools (knowledge management, document management, HR systems) to obtain required information to resolve queries and issues.
- Knowledge and skill in the use of Google Workspace / Workday / ServiceNow / similar.
What We Offer:
- Hybrid work arrangement
- Office location is accessible via MRT (Bandar Utama station)
- Highly engaged and empowered work culture
- Dynamic multinational team of more than 14 nationalities
- Continuous learning & development
We take care of our employees:
- Medical card coverage for self and dependents (outpatient and inpatient)
- Extended health & flexi benefits coverage (Child's specialist claim, Pap Smear, Mammogram, Self Relaxation Expenses, Fur Benefits etc.)
- Monthly NICE Program activities for team bonding and well-being lifestyles
