Customer Service Specialist

The role provides first-level HR support to employees across multiple business units across countries. This role ensures efficient and accurate handling of HR inquiries while delivering a consistent employee experience aligned with service-level standards.

1. First-Level HR Support

• Act as the primary point of contact for HR-related inquiries across regions / business units.
• Respond to questions on HR policies, benefits, payroll, attendance, leave, HR systems, and general HR processes.
• Log all cases into the HRSS ticketing system and ensure timely resolution within SLAs.
• Diagnose and troubleshoot basic HR system issues; guide employees on self-service navigation.
• Categorize and route cases accurately to HR functional teams (Payroll, HR Operations, Talent Acquisition, etc.) when escalation is required.
• Follow up on pending cases to ensure closure and maintain high service quality.
• Maintain up-to-date FAQs, SOPs, and knowledge articles within the HRSS portal.
• Identify recurring issues and propose enhancements to processes or system workflows.
• Participate in continuous improvement initiatives and HRSS projects.

Requirements

Seniority level

Associate

Employment type

Full-time

Job function

Customer Service

Industries : Business Consulting and Services

Location

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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