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).