HR Admin

4 days ago


Batu Kawan, Malaysia Sophic Automation Sdn Bhd-Bayan Lepas Full time

**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)

**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).

**Job Type**: Contract
Contract length: 12 months

Pay: Up to RM4,700.00 per month

Work Location: In person


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