职位描述
职位描述：
Responsibilities:
? Perform intake of HR operational inquiries via telephone or email. Will assess inquiries or reported issues to determine best method of resolution. Will assign inquiries to appropriate functional specialists if not resolved at first contact.
? Demonstrate broad HR/Payroll knowledge, as pertains to the company, providing customers with relevant information, policy explanation and navigation support
? Utilize knowledgebase to support issues resolution or case escalation
? Provide high touch customer service that meets expected service levels and business performance goals
? Coach callers in the use of self-service
? Support the integrity of employee records and Workday data
? Perform transactional work to resolve customer inquiries initiated from emails/phone/mail/chat
? Document inquiries and escalate to other parties as necessary
? Perform warm transfers of calls to next tier or direct to third party vendor if appropriate
? Provide follow up communication to customers to ensure satisfaction and ticket resolution
? Properly document customer contact information and customer notes regarding interaction
? Works collaboratively within a team to share ideas, ownership, and accountability for driving improvements and consistency of execution for key HR processes
? Identify and report any call trends or product trends to the Team Lead or Supervisor
? Provide feedback on customer issues and the knowledgebase so that management can address and improve the items
? Participate in scheduled and ad hoc training in order to improve policy and process acumen
Must have requirements:
? Minimum 2 years human resources administration experience
? General knowledge of HR policies, processes and Regional Employment Laws
? Strong verbal and written communication skills to interact with clients and HR Service Center team members
? Excellent telephone manner with clear, concise and professional communication skills
? Ability to accurately collect information in order to understand and assess the clients’ needs and situation
? Strong attention to detail
? Must possess strong logic and reasoning skills
? Ability to prioritize workload and provide timely follow-up and resolution
? Ability to work effectively in a fast-paced environment and handle daily planned and unplanned operational activities
? Computer literate with knowledge of common office productivity software and the ability to learn customer service software applications
Ideal Candidates Would Also Have:
? Human Resources certification (PHR/SPHR/GPHR) a plus
? Previous experience working in a centralized HR Shared Service environment
? Call center working experiences is highly preferred.
Other qualifications:
? Language Requirements:
o All candidates in all regions are required to be proficient in Mandarin & English language (verbal and written).
o Required language skills should be excellent equivalent to native speaking level.
