HR Service Support

Osadi Commercial Supplies Sdn Bhd; Seberang Perai; On-site; MYR 20,000 - 100,000; Full time

Job summary

A commercial supply company in Penang is seeking a dedicated Customer Service Representative to manage global People-related enquiries through ServiceNow. Candidates should have a Bachelor's degree and at least 3 years of experience in Human Resources or Customer Service. Strong communication skills in English and Traditional Chinese are essential, along with proficiency in Microsoft Office. This role offers the opportunity to deliver high-quality service and collaborate with diverse teams in a vibrant workplace.

Qualifications

• Bachelor’s degree in any discipline.
• Strong communication skills with excellent command of written and spoken English and Traditional Chinese.
• Minimum of 3 years’ experience in a Human Resources or Customer Service environment.

Responsibilities

• Manage global People-related enquiries through ServiceNow.
• Act as the first point of contact for users.
• Deliver high-quality customer service across multiple channels.

Skills

Strong communication skills

Attention to detail

Organizational skills

Problem-solving skills

Ability to multitask

Education

Bachelor's degree

Tools

ServiceNow

SAP

Workday

Microsoft Office

Job description

Manage global People-related enquiries through the ServiceNow case management system, ensuring resolution within agreed service level agreements (SLAs).

Act as the first point of contact for internal and external users, handling issue reporting, information requests, access requests, and other service-related enquiries across countries and regions.

Proactively apply the escalation matrix to raise critical or complex incidents to subject matter experts (SMEs) or supervisors when required.

Deliver high-quality customer service across multiple channels, including digital platforms, self-service tools, and automated systems.

Accurately analyze and interpret user issues to identify and provide effective solutions at the first point of contact whenever possible.

Leverage the knowledge base, FAQs, and standard operating procedures (SOPs) to deliver consistent, standardized responses and improve first-call resolution rates.

Collaborate closely with specialists, experts, and cross-functional teams to resolve cases efficiently during the case management lifecycle.

Participate in training programs conducted by service managers, Centers of Excellence (COEs), functional service teams, or local service teams to stay updated on new or modified services.

Regularly review service level agreements (SLAs), key performance indicators (KPIs), and performance metrics, and provide recommendations for continuous improvement.

Analyze enquiry trends and recommend opportunities for automation, self-service, or transition of enquiries to lower support tiers.

Maintain and update SOPs and the knowledge base on a regular basis, identifying repetitive enquiries that can be addressed through self-service platforms (e.g., PeopleNow, FAQs, Employee/Manager Self-Service).

Participate in data validation activities and user acceptance testing (UAT) for People systems and applications.

Job Responsibilities

• Manage global People-related enquiries through the ServiceNow case management system, ensuring resolution within agreed service level agreements (SLAs).
• Act as the first point of contact for internal and external users, handling issue reporting, information requests, access requests, and other service-related enquiries across countries and regions.
• Proactively apply the escalation matrix to raise critical or complex incidents to subject matter experts (SMEs) or supervisors when required.
• Deliver high-quality customer service across multiple channels, including digital platforms, self-service tools, and automated systems.
• Accurately analyze and interpret user issues to identify and provide effective solutions at the first point of contact whenever possible.
• Leverage the knowledge base, FAQs, and standard operating procedures (SOPs) to deliver consistent, standardized responses and improve first-call resolution rates.
• Collaborate closely with specialists, experts, and cross-functional teams to resolve cases efficiently during the case management lifecycle.
• Participate in training programs conducted by service managers, Centers of Excellence (COEs), functional service teams, or local service teams to stay updated on new or modified services.
• Regularly review service level agreements (SLAs), key performance indicators (KPIs), and performance metrics, and provide recommendations for continuous improvement.
• Analyze enquiry trends and recommend opportunities for automation, self-service, or transition of enquiries to lower support tiers.
• Maintain and update SOPs and the knowledge base on a regular basis, identifying repetitive enquiries that can be addressed through self-service platforms (e.g., PeopleNow, FAQs, Employee/Manager Self-Service).
• Participate in data validation activities and user acceptance testing (UAT) for People systems and applications.

Qualifications

• Bachelor’s degree in any discipline.
• Strong communication skills with excellent command of written and spoken English and Traditional Chinese.
• Minimum of 3 years’ experience in a Human Resources or Customer Service environment, with hands‑on experience using ServiceNow, SAP, and Workday.
• Ability to interact with stakeholders professionally while handling sensitive and confidential information with discretion.
• Strong attention to detail and commitment to quality, with the ability to work effectively in a collaborative team environment.
• Excellent organizational and time‑management skills, with the ability to prioritize high‑volume workloads and multitask in a fast‑paced, dynamic environment.
• Strong problem‑solving skills with analytical thinking and creative solutioning abilities.
• Outgoing and engaging personality, with the ability to participate in events or roadshows and interact effectively with diverse audiences.
• Proficient in Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook.