Employee Advisor

Location: Ho Chi Minh City, Vietnam
Job Type: Permanent
Salary Negotiable
Specialization: Consumer Goods & Retail, Advertising
Sub Specialization: Human Resources, General Affairs & Administration, Employee Relations, Reception
Contact: Ms Linh
Reference: JO-1808-399761

JOB DESCRIPTION

  • Provide high quality and timely customer service, ensuring all requests are fully understood. For queries not handled by the service center (eg 3rd parties ) redirect callers with courtesy and professionalism
  • Work within the SLA and keep the customer informed of expected completion date, including when the item is escalated for action
  • Accurate collection of case details and employee data
  • Provide general information to target audience on policies and procedures, and answer questions based on FAQs
  • Provide feedback and propose improvements to Knowledge Base (KB) Snr Specialist to ensure employee KB is accurate, relevant, accessible and easy to understand
  • Record and track cases in the case management system, assign severity and follow through to ensure each case is resolved and SLAs can be measured and improved
  • Collaborate with other HTR Service Specialists (tier 2) to solve more complex queries or work on requests
REQUIREMENTS

Education

  • High school diploma required. Technical Degree in Business, Organizational behavior, HR or related field preferred

Skills & Experience

  • 2-3 years general work experience
  • Strong customer service-orientation
  • Experience in working in a shared service organization
  • Experienced in working with case management systems
  • Sound knowledge in employee related topics of specific country/cluster of a country
  • Excellent active listening skills
  • Outstanding ability to ask questions based on end user scenario
  • Sound judgment skills to respond to all types of employee related questions
  • Ability to multi-task and manage fluctuating workload
  • Attention to detail
  • Sense of urgency
  • Fluent in English, French preferred.
  • High operational excellence
  • Ability to work in team environment