Salary: RM4,000
The purpose of this role is to serve as the first point of contact for employees, managers, and P&O community to create a positive customer experience through problem understanding and resolution, communicating promptly with progress updates and engaging customers with a courteous and professional attitude.
As part of the P&O services team this role executes administrative tasks and supports processes as per the Novartis Service Catalogue.
Key Responsibilities include but not limited to:
- Provide rapid, high quality and validated response/support to all P&O Services aspects (e.g., inquiries, services, processes, continuous improvement) and follow up inquiries on problems and requests from c customers/users.
- Take ownership for queries and be responsible for case opening and closing (end to end) and provide the first and final point of contact for the customer.
- Maintain Organization Management/Personnel Administration HR data changes or actions effective on action/change in SAP HR system.
- Escalates requests that cannot be resolved directly to the appropriate escalation point of contact (i.e., vendor / H2R Manager / Senior Manager)
- Contribute to Knowledge Base for countries in scope.
- Ensure compliance in accordance with Data Privacy and Protection guidelines and other relevant legislation.
- Perform user administration tasks (e.g., access management)
- Perform document management tasks related
- Assist in tracking service requests and troubleshoots – support the analysis of error messages and questions.
- Perform administrative tasks to facilitate the delivery and presentation of key data to supervisors.
- Provides support for the transformation initiatives.
- Ability to meet time working requirements, where locations required.
Key Performance Indicator:
- Ability to perform tasks within established SLA’s.
- Customer and client satisfaction
- Data Accuracy in HR systems
- Policy & Process Compliance
- Quality of correspondence and case documentation
- Response time/achievement of processing time targets for specific tasks
Minimum requirements
A diploma, bachelor's, or master’s degree in HR/ Accounting/ Business or related field is preferred.
Languages:
- Excellent English & Mandarin (Simplified) spoken and written.
- Fluency in a specific language from a country’s operational needs is a must.
- Fluency in an additional regional language is an added advantage.
Experience:
- 1+ years’ experience in P&O Services (or similar customer service organizations) preferably in larger organizations
- SAP HR / Workday
- ServiceNow Case Management Tool
- Proficiency in use of Microsoft Office; advanced Excel skills
Click on "Apply now" or send your resume to [email protected]
WhatsApp : https://wa.me/0182336110