Specialist, Help Desk

2 weeks ago

Kuala Lumpur, Malaysia Herbalife Full time

Overview:
STATEMENT:
The GBS Account and Client Management Help Desk Agent, as part of the Thrive China hiring plan, will manage a customer-focused Help Desk offering top-quality front-line support to employees, external and internal customers related to GBS Finance and Human Resources functions. This transition is in line with the recent decision to move our Tier 1 support from China to GBS KL, addressing the increased volume of tasks and the need for Mandarin-speaking personnel. The agent will be responsible for handling phone calls and managing inquiries received via case management systems. This role will not only help maintain the quality of our support services but also serve as a backup for our existing Mandarin-speaking staff.

MAIN RESPONSIBILITIES/DUTIES:

- Deliver high service level quality according to KPIs and SLAs defined in the Service Partnership Agreements and all relevant productivity targets.
- Resolve all day-to-day related issues and inquiries raised by employees, internal and external parties.
- Use ServiceNow case management system to manage and close cases received according to the instructions and guidelines received.
- Ensure compliance to helpdesk and case management policies
- Perform all helpdesk and case management service support activities
- Review queries for all relevant process areas (supplier management, invoice issues, etc.)
- Monitor existing ticket queues, resolve and send resolutions to requestor where possible, escalate tickets and inform users on lead times according to set guidelines.
- Identify potential problems and/ or delays in resolution and notify internal/external customers or employees
- Escalate cases for exception handling as appropriate / defined.
- Establish, manage and grow relationships with both internal and external customers.
- Provide input to the continuous process improvement team, ensure that all process controls are operational, actively identifying control gaps and recommend possible solutions.
- Ensure compliance with GBS standard processes.
- Deliver input and insights regarding necessary updates of the Knowledge Database

Qualifications:
SKILLS / EDUCATION / EXPERIENCE:

- Good command of Mandarin and English language, both written and verbal is a prerequisite;
- Strong focus in providing the highest level of customer service to both internal and external customers
- Empathetic, Confident, self motivated and enthusiastic
- Accepting/adapting to cultural differences.
- Process improvement skills.
- Task & time management skills
- Able to perform root-cause analysis and come up with suggested solutions
- Ability to interact courteously with customers and ensure interactions provides a high quality of service
- Ability to analyze customer needs through soliciting, evaluating and acting upon customer feedback
- Ability to coordinate with other internal departments to deliver a seamless service to customers

**Experience**:
Required
- 2+ years of experience in help desk environment.
- At least 2 year experience in a service oriented industry.

Preferred
- Experience in Finance and HR processes
- Experience in Oracle and ServiceNow Case Management

**Education**:
Required
- Bachelor’s or Associate Degree in Business Administration, Accounting, Human Resources or another business related field.

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