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INDONESIAN SPEAKING HR SERVICE DESK SPECIALIST [AM2432-14]

Job title: INDONESIAN SPEAKING HR SERVICE DESK SPECIALIST [AM2432-14]
Contract type: Permanent
Location: Malaysia
Specialisation:
Salary: Negotiable
Start date: 04 Jun 2021
Job Reference: 46123
Contact details: Amirah Azhar
Contact email: amirah.azhar@jac-recruitment.com
Job published: 5 days ago

JOB RESPONSIBILITIES

  • Help and educate HR Shared Service Centre 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 (SLA).
  • 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.
  • 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 documentation and highlight improvements

 

JOB REQUIREMENTS

  • 2-3 years experience in data management and reporting in a shared service centre environment, preferably in a HR services environment.
  • Excellent verbal and written communication skills in Indonesian and English.
  • Ability to ask the relevant questions to understand and clarify issues, attempt resolution and escalate problems if unable to resolve.
  • Ability to work under pressure and time constraints.
  • 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 Microsoft Office / Google suite of software.
  • Strong communication skills in required languages, both written and spoken, are essential. Additional languages a plus.