Position Title
Engagement Services Specialist
Job Description
The purpose of this role is to serve as the first point of contact for employees, managers and P&O community in regard to P&O related topics, fostering a positive customer experience by employing a problem-solving approach and maintaining frequent, courteous and empathetic communication.
As part of the PS&S Engagement Services team, this role supports customer queries and processes as per the Service Catalogue.
This role is to proactively address issues and minimize queries through analysis of Performance Indicators and surveys, continuous improvement, knowledge management and customer education.
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 requirement
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
