HR Service Desk Analyst (Korean Speaker)

Air Liquide; Petaling Jaya; On-site; MYR 48,000 - 60,000; Full time

Job summary

Air Liquide in Malaysia is seeking a talented HR Shared Service professional to support both daily operations and transitions across APAC. You will help customers navigate Tier 0 self-help resources, resolve inquiries using knowledge bases, and provide timely updates while escalating complex issues to SMEs.

The role requires 1–3 years in SSC or customer service, a degree in HR/Business Admin, and strong English and Korean communication skills. Fresh graduates are welcome to apply.

Qualifications

• 1–3 years in a shared service centre or customer service; HR services preferred
• Fresh graduates are welcome to apply
• Degree in Human Resource Management/Business Administration or equivalent

Responsibilities

• Educate HR Shared Service Centre customers to navigate Tier 0 self-help materials and functionality
• Resolve inquiries leveraging knowledge base documents within SLA
• Provide regular status updates and maintain customer contact until resolution
• Guide customers through troubleshooting and systems navigation
• Escalate complex inquiries to next level or subject matter experts
• Identify gaps in knowledgebase and participate in process improvements

Skills

English proficiency

Korean proficiency

Education

Bachelor's degree in HRM/Business Administration

Tools

Workday

ServiceNow

3CX

Microsoft Office / Google Suite

Job description

How will you CONTRIBUTE and GROW?

(A) 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.
• Properly elevate complex enquiries to the next level of support or relevant subject matter experts.
• Helps to identify gaps in current knowledgebase and processes and highlight for improvements, actively participate in process / system enhancement.

(B) 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.

Who Are We Looking For?

The successful candidate should have:

• 1 - 3 years experience in a shared service centre or customer service oriented environment, preferably in a HR services environment. Fresh graduates are welcome to apply.
• Degree in Human Resource Management/Business Administration or equivalent.
• Comfortable working in fast-paced environment.
• Strong communication skills in English & Korean, both written and spoken as the role requires candidates to manage Korean speaking stakeholders/employees
• 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.

Other Information:

• Office Location: Level 17, 1Powerhouse
• Accessible via MRT & LRT 3 (Bandar Utama station)