Analyst, HR Services

2 weeks ago

Kuala Lumpur, Malaysia Air Liquide Full time

**Company presentation**
As a world leader in gases, technologies and services for Industry and Health, **Air Liquide** is present in 80 countries with approximately 64,500 employees and serves more than 3.8 million customers and patients. Oxygen, nitrogen and hydrogen have been at the core of the company's activities since its creation in 1902. Air Liquide's ambition is to be the leader in its industry, delivering long-term performance and acting responsibly.

**Missions and Responsibilities** How Will You Be Contributing to Our Success?**

As the **HR Service Desk Specialist**, you:
**(A) HR Shared Service Transition**

Support transition activities of a HR Shared Service which includes the following but not limited to:

- Transition activities across APAC ensuring compliance to standardized processes as well as statutory regulations.
- Support the enhancement and implementation of HR Shared Services supporting tools and technologies
- Support key activities (i.e. new service, new module, training and etc) for a successful transition to the shared service center.

**(B) HR Shared Service Operations**
- 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.
- 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.
- Guide customers through troubleshooting, navigating the company systems or services.
- Assume ownership for cases and update the resolution accurately and on a timely basis in the case management system.
- Helps to identify gaps in current knowledgebase and processes and highlight for improvements, actively participate in process / system enhancement.

**Competencies and Profile** Who Are We Looking For?**
- 1-3 years experience in a shared service centre or customer service oriented environment, preferably in a HR services environment.
- Degree in Human Resource Management/Business Administration or equivalent.
- Comfortable working in fast-paced environment.
- Must be fluent communication in both **English **and** Japanese (preferable certified in JLPT N1/N2)**, both written and spoken.
- Great active listening skills, customer focus and adaptability to different personality types.
- Ability to multi-task, set priorities and manage time effectively.
- 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 / Workday / ServiceNow / 3CX.

**Additional information**
OTHERS:

- Hybrid work arrangement
- Our beautiful office in located at Level 17, 1Powerhouse, Persiaran Bandar Utama, 47800 Petaling Jaya, Selangor, Malaysia
- Accessible via MRT (Bandar Utama station)

Job Reference: MY00362

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