MidFull TimeEN
ALBS is an Air Liquide entity in Kuala Lumpur, regrouping for the APAC scope its Business Service Centers (Kuala Lumpur and Shanghai) as well as the two Global Functions (IT, Digital and Procurement). Designed to derive optimal value by better leveraging technology, people and competencies, the ultimate goal is to boost efficiency and deliver outstanding and sustainable performance while keeping a strong focus on customer centricity. This Organization is striving for excellence, adopting the Best in Class models to deliver value through simplification and standardization of processes, while adhering to Internal controls and compliance requirements.
Analyst, HR Service- Help and educate HR Shared Service Centre customers to navigate through Tier 0 (self-help) materials & functionality where assistance is required.
- Resolve enquiries leveraging on knowledgebase documents (e.g. FAQs, job aids, policy documents, etc) within the agreed service levels as defined in the Service Level Agreement (SLA).
- Provides regular status updates to customer and maintain customer contact until request is resolved and actively follow up on outstanding items and obtain feedback on resolution from the customers.
- Guide customers through troubleshooting, navigating the company systems or services.
- Assume ownership for cases and update the resolution accurately and on a timely basis in the case management system.
- Properly escalate complex enquiries to the next level of support or relevant subject matter experts.
- Helps to identify gaps in current knowledgebase and processes and highlight for improvements, actively participate in process / system enhancement.
- 1-3 years experience in a shared service centre or customer service oriented environment, preferably in a HR services environment.
- Comfortable working in fast-paced environment.
- Great active listening skills, customer focus and adaptability to different personality types.
- Ability to multi-task, set priorities and manage time effectively.
- IT savvy and resourceful on leveraging various tools (knowledge management, document management, HR systems) to obtain required information to resolve queries and issues.
- Knowledge and skill in the use of Microsoft Office / Google suite of software / Workday / ServiceNow / 3CX.
- Strong communication skills in required languages, both written and spoken, are essential. Additional languages a plus.
About Air Liquide
A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 78 countries with approximately 64,500 employees and serves more than 3.8 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the company’s activities since its creation in 1902.
Our Differences make our Performance
At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.
We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.
