Position: HR Services Support
Salary up to : 3750
location: PMT 779, Lingkaran Cassia Selatan Taman Perindustrian Batu Kawan Bandar Cassia, Pulau Pinang Malaysia
Job Description
People Services plays a vital role for team members by providing a centralized online portal and service center where they can report and resolve people-related queries.
As the Centralized People Helpdesk, you will handle and monitor customer requests and inquiries, contribute to the service knowledgebase, and manage standard operating procedures to enhance processes and ensure high standards of first-call resolution and data accuracy. Additionally, you'll support, and lead People projects focused on ongoing improvements, delivering outstanding People services and creating a positive team member experience within the service center environment.
Responsibilities and Tasks
- Manage global People enquiry through ServiceNow case management tool within the service level agreement.
- First point of contact to users (Internal and External) reporting issues, requesting information, access, or other services within country and across regions.
- Use escalation matrix in a proactive manner to bring specific incidents to attention of SMEs/Supervisor.
- Providing customer service across a range of channels, including digital platforms, self-service options, and automated systems.
- Systematically interprets user problems and solution identification at the first stage.
- Utilize the knowledge base / FAQ and maintain standard operating procedures to provide standard and consistent response and experience to users and clarifications to improve first call resolution.
- During the case resolution process, work with other experts and specialists to arrive at the resolution of cases for the users and customers.
- Receive training from service manager or appropriate party (COE, Functional Service Team or local services team) for new or changed services.
- Periodic review of service level agreement (SLA), key performance indicator (KPI) and metrics and recommend for improvement.
- Analyze user enquiries and recommend moving enquiries to lower tier, automation or self-service.
- Updating and management of Standard Operating Procedures and knowledge base on a frequent basis which includes identifying repetitive questions or requests that can be addressed through the self-service model (PeopleNow/, FAQ, Employee/Manager Self Service)
- Participate in data validation, UAT of People systems and applications.
Qualifications:
- Bachelor's degree in any discipline.
- Good communication skills, with good command of written and spoken English and Traditional Chinese.
- 3 years experience in Human Resources/Customer Service environment with ServiceNow, SAP and Workday knowledge.
- Ability to interact and deal with people in a professional and confidential manner.
- Attention to detail and quality, with the ability to work effectively in a team environment.
- Good organizational skills to prioritize a high-volume workload and the ability to multitask to meet deadlines in a fast-changing environment.
- Enjoy problem-solving with analytical and creative ability.
- Fun loving personality with ability to participate in events/roadshow and associate with wide variety of audience in an interactive manner.
- Proficiency with Microsoft Office (Excel, Word, PowerPoint and Outlook).
