Human Resources Shared Services Representative

4 days ago


Shah Alam, Malaysia PPG Industries Full time

**JOB FUNCTION OVERVIEW**

**RESPONSIBILITIES**
- Use procedures, policy manuals, and other reference materials available via the knowledge management tool to assist in answering and resolving employee and manager inquiries via phone and web chat in real time
- Communicate and educate customers on HR policies, procedures, and related government regulations, including proper utilization of the PeoplePulse Support Center and associated resources, such as the employee-facing portal
- Complete simple Human Resources related transactions in Workday HCM utilizing service center technologies, as required
- Triage employee inquires and manage escalation to functional specialists when in-depth functional knowledge is required or to third party vendors / outsourced providers, as necessary
- Document all employee inquiries and issues using case management tools (ServiceNow)
- Conduct frequent review of Frequently Asked Questions, policies, and procedures to identify steps needed to address customer questions and issues
- Recognize and report unusual events or consistent problems areas to supervisor within the customer interaction center
- Update process documentation, employing language and / or functional knowledge expertise as required
- May cross train in other PeoplePulse Support areas and “fill in” for administrative responsibilities during temporary absences or during periods of heavy workload Perform other related duties as assigned

**REQUIREMENTS**:

- Minimum SPM/Diploma
- One to four (1-4) years of experience as a customer service representative in a call center environment is preferred
- Knowledge and understanding of Human Resources and other related areas is preferred
- Experience working with solution center technology (e.g., telephony system, case management such as ServiceNow) preferred
- Experience with HR systems such as Workday is desirable, but not required
- Proficiency in English or Mandarin is required
- Ability to consistently deliver high quality customer service in a professional manner
- Excellent verbal and written communication; ability to develop and deliver verbal and written communications which convey complex information in a simple, easily understood manner
- Strong analytical skills, attention to detail
- Strong problem-solving and troubleshooting abilities; ability to assess and take action on a problem quickly and efficiently
- Ability to multitask and manage multiple, ongoing cases
- Ability to handle confidential and sensitive information; act honestly and professionally
- Ability to maintain effectiveness amid distractions and general noise
- Ability to identify and analyze issues based on data or available information
- Ability to maintain patience, commitment, and effectiveness when challenged by difficult situation
- Ability to understand and appreciate the concerns, interests, and feelings of others
- Ability to maintain objectivity under pressure

**About us**:
**PPG: WE PROTECT AND BEAUTIFY THE WORLD**

**The PPG Way**

Every single day at PPG:
**We partner with customers to create mutual value.**

We are insightful, dedicated and proactive. We have intimate knowledge of the market and our customers. We focus on practical solutions that make a difference.

**We are “One PPG” to the world.**

We are better and stronger together. We leverage our scale to reach new markets and introduce innovative technologies as we differentiate and disrupt our markets.

**We trust our people every day, in every way.**

We enable and empower our people to make the right decisions. We are inclusive, transparent and respectful. Our feedback is clear and actionable.

**We make it happen.**

We have a passion for winning. We achieve. We deliver with discipline and integrity. We bring our best energy to our work. We decide and act intelligently and quickly.

**We run it like we own it.**

We respect one another by being responsible and accountable. We always act in the best interest of our company, customers, shareholders and our communities.

**We do better today than yesterday - everyday.**

We continuously learn. We develop our people to grow our businesses.

**PPG Way: (Click here to learn more about the PPG Way)**

Benefits will be discussed with you by your recruiter during the hiring process.



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