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KOREAN SPEAKING SERVICE DESK ANALYST [SL2432-14]

Job title: KOREAN SPEAKING SERVICE DESK ANALYST [SL2432-14]
Contract type: Permanent
Location: Malaysia
Specialisation:
Industry: Others
Salary: 7000.00 - 9000.00
Start date: 16 Jul 2021
Job Reference: 46374
Contact details: Looi Shei Ngar
Contact email: shuya.looi@jac-recruitment.com
Job published: 20 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 required to enhance the knowledgebase.

JOB REQUIREMENTS

  • At least 1 year in data management and reporting in a shared service centre environment, preferably in a HR services environment.
  • Excellent verbal and written communication skills.
  • 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 Korean language, both written and spoken, are essential.