大连招聘

Overall objective of the Role

The Employee Service Specialist has the mission to serve as a single point of contact for incoming inquiries fromemployees, retirees or client HR representatives delivering efficient and effective services in line with the Statement of Services (ticket creation, information request, data entry, reports ) and the agreed service levels.

Main Responsibilities

Single Point of Contact:
§ Works as the first point of contact in the delivery centre for employees or client HR representative
Handles and tracks incoming calls, e-mails, faxes
Handles / Creates tickets in HR Workspace
Categorizes and prioritizes queries, requests and issues

§ Checks on a daily basis the service centre availability/readiness (Network, VPN, HRW, IVR, SAP)

First Line Support:
§ Responds to information or enquiry requests that do not require any complex investigation:
Responds to basic HR questions
Analyses and solves customer's questions, problems and / or requests
Processes inquiries and requests according to agreed procedure, company policy and in line with legislative requirements
Builds and maintains information available to employees and HR representatives

§ Provides first line case management services
Escalates in depth customer inquiries and requests to the appropriate Subject Matter Expert as needed

§ Produces and supplies on request, reports and statistical information according to the agreed services (SoS).

§ Provides Logical Access Support Services according to the agreed services
Processes requests for customer SAP/ESS/MSS/SSW user creation/deletion/password reset
Escalates requests directly to AMO

Transactions Services:
§ Works as a transactions service agent performing data administration according to agreed scope (SoS):
Verifies receipt and validates documentation
Archives the document if legally required
Enters data in the system

Competencies

§ Good analytical skills - to be able to break down a problem, situation or process into its component parts, to separate the main issues from side-issues, to understand the nature of parts and their relationship to one another.

§ Good communicator and customer oriented - to be able to identify and understand the customer's needs. Expresses and acts on desire to assist customers in an efficient and friendly manner. Listens attentively, and summarizes or asks questions, when needed, to clarify information.

§ Excellent written and verbal communication skills

§ Well organized and planned, schedules time effectively and uses efficient work methods and tools

§ Detail oriented, thorough and focused on all aspects of the job to ensure accuracy.

§ Teamwork - to be able to work with colleagues to achieve common targets and objectives and to provide actively help to other team members.

§ Focus on Quality

§ Basic knowledge of HR policies and processes

§ Knowledge of the Service Centre processes, policies and procedures (e.g. escalation procedures, service level agreements, customer service standards)

§ Computer skills: MS Office, HR Databases, HR IS/IT systems and SC technology (tools for documentation/tracking, service delivery channels etc.)

Language skills: Fluent English or Japanese, native Japanese speaker

NorthgateArinso安瑞雅信息技术服务（大连）有限公司及上海分公司，自2010年7月建立运营至今，主要为大中华区、日本及韩国客户提供一站式的人事外包服务，其中包括员工管理，薪酬，福利，招聘，培训以及人才管理等。同时，也为亚太区提供内部人事系统技术支持服务。

我们是全球领先的人力资源软件及服务供应商，为各种规模的企业，包括全球财富500强单位，提供创新的人力资源商业解决方案。通过战略管理咨询、外包服务、系统整合以及软件方案，我们的10000名员工致力于为客户提供卓越人力资源服务。

NorthgateArinso是全球五大人力资源服务供应商之一，在五大洲35个国家设有分公司。在亚太区，我们有8个分公司，3个全球服务中心和1个数据处理中心，分别在中国、中国香港、菲律宾、马来西亚、新加坡、澳大利亚、新西兰、印度和泰国。