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Mandarin Human Resources Assistant

Mandarin Human Resources Assistant

Dexian Asia PacificPetaling Jaya, Selangor, Malaysia
1 hari lalu
Penerangan pekerjaan

Overview

Position Title : Engagement Services Specialist

The purpose of this role is to serve as the first point of contact for employees, managers and P&O community in regard to P&O related topics, fostering a positive customer experience by employing a problem-solving approach and maintaining frequent, courteous and empathetic communication.

As part of the PS&S Engagement Services team, this role supports customer queries and processes as per the Novartis Service Catalogue. This role is to proactively address issues and minimize queries through analysis of Performance Indicators and surveys, continuous improvement, knowledge management and customer education.

Key Responsibilities

  • Provide rapid, high quality and accurate response / support to all PO related queries.
  • Take ownership for queries and be responsible for case opening and closing (end to end), serve as the first and final point of contact for the customer.
  • Guide and act as a consulting partner for PO processes and systems related queries.
  • Contribute to articles, maintain and sustain the Knowledge Repository for countries in scope.
  • Gather and monitor CSAT, feedback and surveys to drive continuous improvement for customer satisfaction.
  • Ensure compliance in line with Data Privacy, Protection guidelines and other relevant legislation.
  • Provide support for transformation and technology initiatives.
  • Meet shift requirements defined by the supporting country.
  • Perform other tasks as assigned by Line Manager.

Key Performance Indicators

  • Customer satisfaction / feedback
  • Escalations
  • Quality of communication and case documentation
  • Quality and time targets for specific tasks / activities

    • Qualifications and experience

  • Bachelor’s degree in HR / Business Administration or related field
  • Languages : Proficiency in English, spoken and written
  • Fluency in the supporting country language is a must (Chinese Mandarin)
  • Fluency in an additional regional language is a plus
  • Experience : Minimum 1 year’s experience in HR Services (or similar service providing organizations)
  • 1+ years’ experience with SAP, WorkDay, SuccessFactors or other Workforce Systems
  • Experience with ticketing management systems
  • Work experience in virtual / remote teams is a plus
  • Proficiency in use of Microsoft Office; advanced Excel skills is an advance

    • Competency Profile

  • Digital & Technology Savvy : Intermediate
  • Operational Excellence : Intermediate
  • Business Mindset : Intermediate
  • Interpersonal Savvy : Intermediate
  • Managing Change : Intermediate
  • Problem Solving : Intermediate
  • Optimizing Customer value by co-creating and developing compelling customer focused solutions : Intermediate
  • Communicating with different customer groups : Intermediate
  • Proactive thinking : Intermediate
  • Timely decision making : Intermediate
  • Quality Management : Intermediate
  • Knowledge Management : Intermediate

    • Seniority level

  • Entry level

    • Employment type

  • Contract

    • Job function

  • Human Resources and Administrative
  • Industries
  • Pharmaceutical Manufacturing

    • Referrals increase your chances of interviewing at Dexian Asia Pacific by 2x

    Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

    Kota Damansara, Selangor, Malaysia 2 weeks ago

    Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 month ago

    Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 day ago

    Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

    Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 3 days ago

    Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

    Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia MYR2,800 - MYR3,800 2 weeks ago

    Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia MYR4,000 - MYR6,000 2 days ago

    Executive, Culture & Stakeholder Engagement

    Puchong, Selangor, Malaysia MYR2,000 - MYR3,500 1 month ago

    Federal Territory of Kuala Lumpur, Malaysia 3 weeks ago

    Puchong, Selangor, Malaysia MYR5,000 - MYR5,500 2 days ago

    We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

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