Employee Services & Solutions Specialist

A leading global healthcare company dedicated to improving and extending lives through innovative medicines and transformative healthcare solutions. With a strong presence in Malaysia, we foster a culture of excellence, collaboration, and continuous improvement, empowering our people to make a meaningful impact on the health and well-being of the community.

Key Responsibilities include but not limited to:

• 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 Indicator:

• Established SLA’s
• Customer satisfaction/feedbac
• Escalations
• Policy & Process Compliance
• Quality of communication and case documentation
• Reaction & Resolution time
• Quality and time targets for specific tasks/activities

Minimum requirements

• Bachelor’s degree in HR/Business Administration or related field
• 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
• Minimum 1 years’ experience in HR Services (or similar service providing organizations
• 1+ years’ experience with SAP, WorkDay, Success Factors 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

You may share your resume to adam.mazlani@adecco.com. Kindly include the subject "Employee Service & Solution Specialist"