HR Service Specialist – 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

THE PERSON

You are customer-focused, adaptable, and comfortable working in a fast-paced, global environment. You are a strong team player who can effectively navigate AI-enabled service delivery models, live agent interactions, and HR case management while collaborating across regions, time zones, and cultures.

KEY RESPONSIBILITIES

• Serve as Tier 1 HR Contact Center support, handling employee and manager inquiries via HR AI Agent, Live Chat (Live Agent), and case management systems channel
• Review, validate, and resolve AI-assisted cases, ensuring accuracy and seamless employee experience.
• Provide first-level responses to HR-related questions on administrative procedures, policies, and standard practices.
• Utilize HR systems to document, track, and escalate cases in accordance with defined processes and service guidelines.

SME (Subject Matter Expert) Responsibilities

• Act as an SME for assigned HR process areas, regions, or projects, supporting agents, HR Partners, and operations teams.
• Own and maintain knowledge base content, including SOPs, FAQs, AI response content, and agent guidance for assigned areas.
• Partner with COEs, HR Operations, and Digital HR teams to support process updates, system changes, and AI enhancements.
• Provide guidance and mentoring to team members on complex cases within SME scope.
• Support HR AI Agent optimization by identifying gaps, inaccuracies, or improvement opportunities in AI responses and workflows.
• Participate in UAT, testing, and rollout activities for new HR tools, AI capabilities, or service models.
• Identify recurring issues, root causes, and opportunities to improve service quality and reduce contact volume.

General & Operational Responsibilities

• Ensure employee and manager inquiries are resolved accurately, efficiently, and within service level agreements (SLAs)/ OLAs
• Conduct basic research and process HR transactions within authorized systems, following authentication, data privacy, and security requirements.
• Leverage and contribute to the HR Knowledge Base, ensuring accurate and consistent responses.
• Monitor case statuses and proactively inform requesters of progress and resolution.
• Escalate complex or non-standard inquiries to higher tier group as appropriate.
• Educate employees on available HR services and promote self-service tools (AI Agent), including the HR Portal and AI-enabled solutions.
• Identify root causes of inquiries and issues to provide accurate resolutions and reduce repeat contacts.
• Manage multiple cases simultaneously, prioritizing based on urgency and business impact.
• Ensure all documentation and employee requests comply with applicable HR policies and procedures.
• Actively contributes to continuous improvement initiatives, including process optimization, AI adoption, and service delivery enhancements.
• Maintain compliance with HR shared services policies, confidentiality requirements, and data security standards.
• Meet or exceed defined performance metrics, quality standards, and customer satisfaction targets.
• Participate in mandatory training & development training, internal or global team meetings, and cross-time-zone collaborations.
• Support and maintain the global HR knowledge base, including AI-related content and service workflows.

PREFERRED EXPERIENCE

• Experience in an HR Contact Center, Shared Services, or Customer Support environment
• Exposure to HR AI tools, chatbots, or digital service platforms is a strong advantage
• ServiceNow, SAP or SuccessFactors experience preferred
• Ability to work in a shift-based environment, including global time-zone support
• Comfortable working in a fast-paced, matrixed, and evolving environment
• Strong customer service orientation with excellent communication skills
• Experience creating or maintaining training materials, SOPs, or knowledge articles
• Strong analytical, problem-solving, and attention-to-detail skills
• Ability to manage multiple priorities and work independently on routine tasks
• High level of professionalism with strong confidentiality and data protection practices
• Process-driven mindset with a focus on continuous improvement
• Mandarin speaking and written skills will be