POSITION SUMMARY：
Provides support to employees, other HR groups and management. Analyzes and answers escalated and complex HR-related inquiries and process non-routine HR-related transactions in areas such as new-hire onboarding, change-of-status, benefits, termination of employment, etc.


Key responsibilities include:

• Serves typically as a secondary contact for customers with more complex inquiries/requests.

• Conducts necessary classification, manages inquiries in Case Management System, maintains accurate records and transfers inquiries to other parties within HR Services or outside of HR Services (HRBP/HRSP, COEs) as appropriate.

• Diagnose problems and lead correction across stakeholders, including HRBP/HRSP, COEs and others.

• Identifies and escalates priority issues and routes to appropriate team for quick resolution.

• If necessary, follows up on inquiries to ensure timely and accurate response and resolution to all requests

• Solve problems that are unstructured and that may require reliance on conceptual thinking.

• Provides solutions to issues that are often non-standard/non-routine and require some clarification.

• Identifies and implements process improvements to enhance service delivery.

• Works with Content Management Team to develop and update desktop procedures, scripts, FAQs, job aids to ensure a consistent experience for customers.

• Ensures all activities are carried out as per the standard operating procedures (SOPs) of HR Services.

• Ensures compliance with all relevant quality and statutory policies, procedures and controls in the region to guarantee employee adherence and legislative compliance.

• Is an escalation point to other HR Services employees to resolve complicated or sensitive tasks, providing knowledge transfer where possible.
Requirements:
• Bachelor degree (or equivalent); advanced degree preferred.


• Typically requires 1-3 years of experience in customer-service work environments combined with a good level of knowledge and use of supporting IT systems and tools.

• Korean speaking and good oral & written communication skills to connect with Korean clients and respond to them.

• Ability to communicate effectively to a variety of audiences.

• Accuracy and attention to details.

• Ability to manage priorities against tight deadlines.

• Effective problem-solving skills.

• Strong customer service orientation.

• Proficient with MS Office.

• Familiarity with Sharepoint or other Knowledge Management System.

• Time management – ability to focus and get things done and know what is business critical.

其他信息
语言要求：韩语
行业要求：全部行业