Position Title
Engagement Services Specialist
Key Responsibilities include but not limited to:
- Provide rapid, high quality and accurate response/support to all PO related queries.
- Take ownership for queries and be responsible for case opening and closing (end to end), serve as the first and final point of contact for the customer.
- Guide and act as a consulting partner for PO processes and systems related queries.
- Contribute to articles, maintain and sustain the Knowledge Repository for countries in scope.
- Gather and monitor CSAT, feedback and surveys to drive continuous improvement for customer satisfaction.
- Ensure compliance in line with Data Privacy, Protection guidelines and other relevant legislation.
- Provide support for transformation and technology initiatives.
- Meet shift requirements defined by the supporting country.
- Perform other tasks as assigned by Line Manager.
Key Performance Indicator:
- Established SLA's
- Customer satisfaction/feedback
- Escalations
- Policy & Process Compliance
- Quality of communication and case documentation
- Reaction & Resolution time
- Quality and time targets for specific tasks/activities
Minimum requirements
The successful Engagement Services Specialist candidate will have the following skills/ background:
- Bachelor's degree in HR/Business Administration or related field
Languages:
- Proficiency in English, spoken and written
- Fluency in the supporting country language is a must (Chinese Mandarin)
- Fluency in an additional regional language is a plus
Experience:
- Minimum 1 years experience in HR Services (or similar service providing
organizations)
- 1+ years experience with SAP, WorkDay, Success Factors or other Workforce Systems
- Experience with ticketing management systems
- Work experience in virtual/remote teams is a plus
- Proficiency in use of Microsoft Office; advanced Excel skills is an advance
