Senior Contact Center Advisor

1 month ago


Suzhou Shi, China AkzoNobel Full time

多年来,阿克苏诺贝尔一直致力于开创无限可能,向世界呈现面面精彩。作为油漆和涂料领域的领航者,我们的产品已经融入人们的工作和生活。阿克苏诺贝尔旗下品牌阵容鼎盛,拥有多乐士(Dulux)、国际(International)、新劲(Sikkens)、Interpon等著名品牌,在全球广受信赖。阿克苏诺贝尔致力于成为全球行业领导者,足迹已遍及世界多个国家与地区。阿克苏诺贝尔坚持以可持续发展引导创新,不断迈向更绿色更宜居的未来。

Job Purpose

Be knowledge expert of Contact Center to drive Employee/Manager inquires’ 1st resolve and ensure achieve SLA Be super user & process owner of case management system to support further streamline & optimization Deal with complicated request/inquiries from HR/Manager, follow-up with escalate cases to People Services Back-support team & COEs and communicate total solution effectively Support Contact Center monthly reporting & analysis Support and execute People Services communication via various channels ( e.g. e-mail newsletter or WeChat) to reduce employee inquiries Support team lead to cultivate continuous improvement culture for team and lead People Services project to ensure successful project delivery

Key Accountabilities

Drive Employee/Manager inquires’ 1st resolve and ensure achieve SLA Diagnose and resolve complex cases from HR, line manager through channels of hotline / public email and case management systems, follow-up with escalate cases to People Services Back-support team & COEs and communicate total solution effectively Act as Super user of case management system, conduct monthly case report, analysis, and identify gaps/issues for continuous improvement Facilitate knowledge transfer & best practice sharing within Contact Center team and keep update the internal knowledge management system Participate in various HR projects and execute assigned project activities

Experience

5+ years HR Generalist experience in big multinational company, HR knowledge including national labor law, HR policies & processes etc.; HR SSC experience is preferable Quick learner, good listening & communication skills, mature interpersonal skills including conflict resolution Attention to detail and good follow-up ability to handle multi-tasks, work effectively & 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

所有合格的申请者都将获得平等的工作机会,而不会考虑种族、肤色、宗教、性别、性取向、性别认同、国籍、年龄或残疾与否。



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