Global HR AI Helpdesk — Tier 1 Contact Center

Career Wise; Penang; On-site; MYR 36,000 - 54,000; Full time

Job summary

Career Wise is seeking a customer-focused Tier 1 HR Contact Center support representative located in Penang, Malaysia. This role involves handling employee inquiries using HR AI tools, ensuring accurate resolutions, and providing first-level HR support. Ideal candidates will have experience in HR environments, strong analytical and communication skills, and the ability to manage multiple inquiries effectively. Fluency in Mandarin is advantageous. Join Career Wise to support continuous improvement in HR services.

Qualifications

• Experience in an HR Contact Center, Shared Services, or Customer Support environment.
• Strong analytical, problem-solving, and attention-to-detail skills.
• Experience creating or maintaining training materials, SOPs, or knowledge articles.

Responsibilities

• Serve as Tier 1 HR Contact Center support, handling inquiries via HR AI Agent and case management systems.
• Provide first-level responses to HR-related questions and document using HR systems.
• Act as an SME for assigned HR process areas, owning knowledge base content.

Skills

Customer service orientation

Strong communication skills

Analytical and problem-solving skills

Attention to detail

Ability to manage multiple priorities

Tools

ServiceNow

SAP

SuccessFactors

Job description

Career Wise is seeking a customer-focused Tier 1 HR Contact Center support representative located in Penang, Malaysia. This role involves handling employee inquiries using HR AI tools, ensuring accurate resolutions, and providing first-level HR support. Ideal candidates will have experience in HR environments, strong analytical and communication skills, and the ability to manage multiple inquiries effectively. Fluency in Mandarin is advantageous. Join Career Wise to support continuous improvement in HR services.