The job holder is responsible for handling and solving HR inquiries, feedback and complaints, which require specific HR knowledge, customer orientation and a high degree of policy interpretation as well as legal requirements in employee inquiry process. He/she administers knowledge management process and contents in accordance to the agreed corporate or business policies and procedures. This role also supports Front office reports generation, monitors service level and SSF system daily requests competition status, supports Askme2 chatbot data analysis and promotion, etc.
？ Answer HR inquiries from different channels (calls, ticket system, chatbot, etc.)
？ Support FO various reports generation.
？ Real time monitor service level and SSF system daily requests competition status.
？ Drive efficient HR Services delivery of managing feedback and complaints process as well as corresponding interfaces, proactively identify service delivery issues by taking appropriate actions to resolve and generally improve quality standards and metrics (including third party KPIs). Handle all process-related activities.
？ Take ownership for the resolution of feedback and complaints ensuring timely, accurate and value add responses.
？ Drive local support and knowledge for incident/problem management for local topics based on global steering and rules.
？ Be responsible for the development, maintenance and improvement of the knowledge management tool, knowledge taxonomy and contents as well as interfaces for China.
？ 沟通能力好、情绪稳定 （温柔但有力量）；
？ 具备HR背景，***有外企shared service 背景， hotline背景更佳。
？ University degree or equivalent, especially with the main focus on Human Resources. Alternatively, an equivalent progressive experience across core HR functions in the position of an HR Professional.
？ English language skills, fluent in written English, oral English is good enough for answering English calls, plus local language requirements.
？ Very strong customer orientation with proven experience.
？ Good communication skills. Enjoy communicating with others. Can manage pressure and emotion well. Desirable is HR Services experience and experience of customer complaint management. Call center experience is preferred.
？ Knowledge of major HR processes, systems and corresponding interfaces.
？ Being a team player who is able to support change, motivate others and collaborate with other teams.
？ High degree of responsibility, reliability and motivation.
？ Experience of necessary tools (e.g. GHP), labor law desirable.
？ Process optimization capability is preferred.