苏州招聘

1. Purpose of the job

The purposes of this position are:

To provide highest level of services to Philips Employee for their HR enquiries including China, HK and Japan. Assist with contact center lead to drive operational excellence and provide high quality dashboard analytics support to PPSC center.

2. Position of the job within the organization

The position reports hierarchically and functionally to the Contact Centre Team Lead.

The position is part of the PPS Center Contact Center Team.

3. Notes on the organization

Philips People Services (PPS) is the Human Resources Shared Services organization of Philips. A team of 600 HR professionals delivering HR Services to Philips employees and managers at all stages of the career cycle. PPS delivers cost-effective people services by leveraging economies of scale, globalizing processes and simplifying the ways of working, while delivering an enhanced customer experience by listening and acting on our customers’ feedback.

PPS is organized in four service lines: Administration & Payroll, Learning, Recruitment and International Mobility.
4. Contacts
Contact Center Advisors
Contact Center Team lead
Other teams within the PPS Service Center

5. Direct/dotted-line reports

The Contact Center Advisor reports to the Contact Center Team lead.

6. Key Areas of Responsibility

Responsibilities:
• Ensure that incoming enquiries to the Service Centers are answered in a professional and efficient manner
• Provide support to employees, line managers and HR Business Partners to enable them to effectively use the HR Portal and other relevant on-line tools for completing transactions.
• Work closely with corporate CoEs for HR policies and processes.
• Use process knowledge to educate the customers to reduce re-occurrence of the enquiry at future date.
• Escalates unresolved queries to appropriate channels (e.g. Tier 2 in Services Center) as necessary
• Contribute to continuous improvement activities in the Share Service Center through identification of recurring employee/line manager/HRBP issues to simplify and enhance policies, processes and technologies.
• Provide support during the implementation of new initiatives, programs, policies, and services by acting as an employee’s first line of contact.
• Support Contact center lead to monitor the daily operation of centers
• Assist Contact center lead to do the data analysis to drive the excellence
• Lead small team if applicable
• Other tasks assigned by contact center lead.
7. Skills
• Ability to consistently deliver high quality customer service in a professional and efficient manner
• Demonstrated effectiveness when dealing with unsatisfied customers.
• Effective listening and communication skills
• Highly developed interpersonal skills
• Ability to answer queries on own initiative by effective use and interpretation of relevant data /available information
• Able to work in a changing environment to meet demanding deadlines and timescales
• Leader ship skill
8. Experience & Qualifications
• Graduate with Bachelor or equivalent degree
• Customer service oriented
• Knowledge and understanding of HR processes and policies
• Fluent in English, Japanese or Cantonese speaking is preferable.
• Strong leadership, a good team leader and player.
• Personal integrity when handling confidential information
• Ability to develop and deliver oral and written communications which convey complex information in a simple, easily understandable manner

荷兰皇家飞利浦公司是一家领先的健康科技公司，致力于在从健康生活方式、疾病预防、到诊断、治疗和家庭护理的整个“健康关护全程”，凭借先进的技术、丰富的临床经验和深刻的消费者洞察，不断推出整合的创新解决方案，助力健康医疗系统实现四重目标——提高大众健康水平、提高医护人员满意度、改善患者体验，并降低关护成本。飞利浦的愿景是通过有意义的创新，令世界更健康、更可持续的发展，到2030年每年改善25亿人的生活。

        飞利浦公司总部位于荷兰，2021年销售额达172亿欧元，在全球拥有大约78,000名员工，销售和服务遍布世界100多个国家。公司目前在诊断影像、图像引导治疗、病人监护、医疗信息化以及消费者健康和家庭护理领域处于领导地位。

        在飞利浦，每一个人，都至关重要。这是我们始终坚持的信念。在飞利浦，你将用数字化驱动有意义的创新，积极影响自己与数十亿人的生活，践行改善人类生活的使命。我们全心营造多元包容的工作环境，平等互助的工作氛围，让你的独特之处得到充分尊重和欣赏，鼓励你释放真我，以梦为马，不负韶华。本着 “立足中国，辐射全球” 的理念，我们通过布局广泛的业务线，为你带来广阔的平台、丰富的学习资源、多样的内部发展机会，助你成为具备全球化视野和本土深度的一专多能复合型稀缺人才。

创美好，做真我，迎蜕变。
我们深信每一个你都卓尔不凡, 更期待与志同道合的你笃行致远。