Responsibilities:

• Acts as the first point of contact responsible for the accurate resolution of employee and manager inquiries and requests that are escalated via phone, email, the HR portal, or other access channels.
• Helps customers navigate through Tier 0 (self-service) materials and functionality.
• Seeks rapid and efficient resolution of “How To” questions using scripts, FAQ’s, and desk top procedures without deviation, promptly resolving upon first call/contact.
• Understands scope of services and escalated items to others as defined. Investigates requests which cannot be resolved by analyzing the nature of the request and routing to appropriate HR representative for support.
• Logs all calls on the case management system. Updates other systems as needed.
• Abides by documented Quality guidelines when handling customer calls.
• Uses professional and customer-focused approach to handle customer inquiries. Ensures client privacy where appropriate, including confidentiality and protection of sensitive client reports or information. Ensures quality customer experience by communicating empathy to de-escalate difficult situations.
• Follows operational procedures by adhering to an assigned schedule. Displays dependability by being punctual and achieves an appropriate level of attendance.
• Uses excellent verbal communication including proper grammar, tone, and a clear speaking voice to ensure solid communication with the customer via phone.
• Demonstrates excellent written communication skills including proper grammar and correct sentence structure to document cases in the case management system and communicate with customers and employees via email.

Qualifications & Requirements:

• University degree with at least 2 years’ relevant experience preferably gains from employee service centre;
• Excellent interpersonal skill and good telephone manner with strong communication skills;
• Excellent command of both spoken and written English & Vietnamese;
• Pleasant personality and positive attitude, responsible and committed;
• Proficiency in MS Office applications particularly MS Excel level in advance level;
• Experience in Oracle HR System is an advantage.

If you think you have the drive and passion to match this challenging career opportunity, Please mention you are Vietnamese Speaker in the application and CV. Thanks!

Please send your comprehensive resume with present and expected salary to hr@hk.estee.com