Provides quality customer service in response to incoming inquiries through the call center, web portal chat, and employee case submissions.
Provides accurate information over the phone, chat, or via online case management responses
Searches the HR web portal and knowledge base system for relevant information to provide answers to incoming inquiries
Accurately documents case notes following each phone call, chat, or online case
Ability to follow standard procedures and scripts
Uses FAQs, scripts, and knowledge to assist employees with inquiries
Assists customers with any problems encountered while using HR self-service tools for employee transactions (e.g., data changes, onboarding, separations, benefits administration, performance management and compensation, job postings, etc.).
Answers basic inquiries for industry-leading Human Capital Management Tools such as Workday modules, Bswift, items, etc.
For any issues not resolved, open case management tickets and refer the case to the appropriate expert for problem resolution
Participates in continuous improvement initiatives
Other responsibilities, as assigned
Core Skills and Qualifications：
0-1 year of customer service experience preferably in a call center environment, and/or a College degree with a preferred major in Human Resources, Communications, or Business
Fluent in Mandarin (Simplified Chinese) and English is a must and knowing any other foreign languages like German, Japanese, and Korean will be an added advantage
Ability to greet callers warmly and ascertain problems or reasons for their outreach
Must have the ability to remain focused, professional, tactful, and discrete when handling sensitive and/or confidential information
Communicates effectively in both oral and written form
Exhibits patience and empathy Shared Services Rep, Associate
Ability to put oneself in a customers' shoes and advocate for them when necessary
Possesses strong problem-solving skills
Confident at troubleshooting; obtains enough information from employees to either resolve the inquiry or obtain adequate information to refer the issue to an expert for problem resolution
Actively looks for process improvements
Strong interpersonal and customer service skills
Ability to multi-task, prioritize, and manage time effectively
Ability to follow strict policy guidelines and recognize situations requiring escalation
Ability to work in a fast-paced environment
Possesses strong PC skills and knows general office tools such as Microsoft
