Senior Contact Center Specialist

7 days ago

Suzhou, Jiangsu, China AkzoNobel Full time

At AkzoNobel, we're committed to unlocking endless possibilities and showcasing our expertise in the world of coatings and paints. As a leader in the industry, our products have become an integral part of people's work and lives. Our portfolio of brands is diverse and renowned, including Dulux, International, Sikkens, and Interpon, trusted globally. We strive to become a global industry leader, with a presence in multiple countries and regions. At AkzoNobel, we're driven by sustainable development and innovation, constantly moving towards a greener and more livable future.

Job Purpose

  • Be a knowledge expert in Contact Center operations to drive employee/manager inquiries' first resolution and ensure SLA achievement.
  • Be a super user and process owner of the case management system to support further streamlining and optimization.
  • Handle complex requests/inquiries from HR/Manager, follow up with escalated cases to People Services Back-support team & COEs, and communicate total solutions effectively.
  • Support Contact Center monthly reporting and analysis.
  • Support and execute People Services communication via various channels (e.g., email newsletters or WeChat) to reduce employee inquiries.
  • Support team leads in cultivating a continuous improvement culture for the team and lead People Services projects to ensure successful project delivery.

Key Accountabilities

  • Drive employee/manager inquiries' first resolution and ensure SLA achievement.
  • Diagnose and resolve complex cases from HR, line managers through channels of hotline/public email and case management systems, follow up with escalated cases to People Services Back-support team & COEs, and communicate total solutions effectively.
  • Act as a super user of the case management system, conduct monthly case reports, analysis, and identify gaps/issues for continuous improvement.
  • Facilitate knowledge transfer and best practice sharing within the Contact Center team and keep the internal knowledge management system up-to-date.
  • Participate in various HR projects and execute assigned project activities.

Experience

  • 5+ years of HR Generalist experience in a big multinational company, with HR knowledge including national labor law, HR policies, and processes; HR SSC experience is preferable.
  • Quick learner, good listening and communication skills, mature interpersonal skills including conflict resolution.
  • Attention to detail and good follow-up ability to handle multiple tasks, work effectively, and remain calm under pressure.
  • Self-motivated, high sense of accountability, team player, passionate to enhance customer satisfaction.
  • Fluent written English, fluent verbal English is preferred.

All qualified applicants will receive equal employment opportunities, without consideration of race, skin color, religion, gender, sexual orientation, gender identity, nationality, age, or disability.

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