Careers at ThermoFisher Scientific

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Job ID :
Location :
China - Shanghai
Job Description

Key Responsibility:

  • Perform intake of HR operational inquiries via telephone or email. Will assess inquiries or reported issues to determine best method of resolution. Will assign inquiries to appropriate functional specialists if not resolved at first contact.
  • Demonstrate broad HR/Payroll knowledge, as pertains to the company, providing customers with relevant information, policy explanation and navigation support
  • Utilize knowledgebase to support issues resolution or case escalation
  • Provide high touch customer service that meets expected service levels and business performance goals
  • Coach callers in the use of self-service
  • Support the integrity of employee records and Workday data
  • Perform transactional work to resolve customer inquiries initiated from emails/phone/mail/chat
  • Document inquiries and escalate to other parties as necessary
  • Perform warm transfers of calls to next tier or direct to third party vendor if appropriate
  • Provide follow up communication to customers to ensure satisfaction and ticket resolution
  • Properly document customer contact information and customer notes regarding interaction
  • Works collaboratively within a team to share ideas, ownership, and accountability for driving improvements and consistency of execution for key HR processes
  • Identify and report any call trends or product trends to the Team Lead or Supervisor
  • Provide feedback on customer issues and the knowledgebase so that management can address and improve the items
  • Participate in scheduled and ad hoc training in order to improve policy and process acumen

1)Bachelor Degree in Human Resource
2) 3+ years ‘experience in MNC with a HR shared service organization structure

3) Business HR experience or employee relationship experience is a plus

4) Strong problem solving capability and learning agility

5) Creative thinking with continuous improvement approach

6) Nice personality with sense of service

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