Associate, HR Service Center (Mandarin/ Korean/ Japanese/ Vietnamese Speaking)

Abbott Laboratories; Petaling Jaya; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading health care company in Malaysia seeks an HR service operations professional to provide efficient concierge service for resolving employee inquiries. The ideal candidate should possess a strong customer service focus with the ability to work collaboratively. Responsibilities include responding to inquiries, resolving requests in a timely manner, and focusing on operational excellence. Candidates should demonstrate good communication skills and an ability to interpret customer needs for effective resolution.

Qualifications

• Strong customer service focus while resolving HR inquiries.
• Ability to work collaboratively with HR service team.
• Demonstrated urgency and efficiency in handling requests.

Responsibilities

• Respond to service inquiries with timely and professional replies.
• Work with urgency to resolve or escalate requests.
• Identify roadblocks to customer service quality and suggest improvements.
• Meet standards for schedule adherence and reliability.

Skills

Customer service focus

Effective communication

Ability to listen and interpret requests

Operational efficiency

Job description

JOB DUTIES/ RESPONSIBILITIES/ ACCOUNTABILITIES

• Utilizing concierge service with efficiency for targeted scope of requests with strong focus on operational excellence and delivery to meet high volume demands
• This role is empowered to surpass expectations by: collaborating, anticipating, driving to resolution and serving with care, compassion and confidence.
• This role takes ownership of targeted scope and must drive efficiency and productivity while meeting high volume demands.
• This is an efficient processor, who with guidance and directions can meet demands of multiple, repetitive HR processes, tasks and inquiries.
• The role has strong customer service focus while supporting employees and managers in resolution of their HR matters via supporting tools and processes and by effectively navigating customers towards solutions.
• This role is guided and supported by Global HR Services peers and SME's as well as management and provides great insight into operational HR work for the candidate who is passionate about transactional HR work.

Responsibilities:

• Responds to service inquiries and requests with timely, accurate, and professional replies while focusing on selected contact channels or scope of work.
• Resolve or escalate requests based on established resources; partner with other HR service center team members to troubleshoot resolution of all requests. Work with a sense of urgency and efficiency appropriate for conditions.
• Identify "Roadblocks" to quality customer service and in Service Center processes or Abbott-wide practices or policies, and share insights along with possible improvements with management.
• Meet or exceed standards for both schedule adherence and reliability.
• Incumbent must demonstrate a right attitude towards customer service coupled with good communication skills, accuracy and ability to listen and interpret requests from customers.
• Focus on targeted scope of service with lower complexity and high-volume work i.e. navigation; locating forms; redirects, simple WD transactions like personal data changes or reporting relationships changes.
• Close focus on productivity, focus on concierge service, operational excellence and time management