Officer - Employee Contact Center

Job description

  Job facts

·  Q&A
·  Act as 1st level of single contact for employees/managers to answer questions via different communication channels (e.g. AskHR Portal, hotline, group email, walk in).
·  Response to the customer calls / emails / case following standard process/guideline and agreed SLA, solve the questions and/or provide solutions upon level of expertise
·  Route the case to proper T2/3 team if the question can't be resolved in Tier 1 team and follow up the status
·  Follow up with customers if further information / analysis is
·  needed till the solution is accepted
·  Understand and be very knowledgeable of HR related policy/processes/systems for Tier 1 service delivery.
·  Transaction
·  Identify employee / request via certification or confirmation if confidential information is included
·  Follow with internal / external team if further action is needed and keep customer updated till the case is finally resolved
·  Others
·  Record every case to Neocase System to track status, response and closure lead time
·  Update / Enhance FAQ, SOP, etc. knowledge documents and publish on AskHR for employee's self-service reference
·  Communicate with customers in a certain frequency via different communication channel
·  Organize monthly advisory team meeting to communicate KPI, issues/improvement with Tier 2/CoEs team
·  Drive change initiative developments from VOC; KPI issues; Best Practice; etc. for continuous improvement.
·  Demonstrate and promote HRSSC Branding and Identity as Tier 1 service team.
·  Frequent data analysis for root cause analysis and bring business input base on customer query
·  Feedback to T2/3 team on the issues/feedback/improvement suggestion on HR policy/process/systems.

·  Who we are

Roche China consists of Roche Pharmaceuticals and Roche Diagnostics, with more than 7,000 employees. While working to develop itself into Roche's third global strategic centre, Roche China is also making sustained efforts to fulfill its long-term commitment to China.

Roche is an equal opportunity employer.