Engagement Services Expert (Japanese speaker)Job ID: REQ-10019588
Oct 22, 2024
Location: Malaysia
SummaryThe purpose of this role is to serve as the first point of contact for employees, managers, and the P&O community regarding P&O related topics, fostering a positive customer experience by employing a problem-solving approach and maintaining frequent, courteous, and empathetic communication.As part of the PS&S Engagement Services team, this role supports customer queries and processes as per the Novartis Service Catalogue.This role is to proactively address issues and minimize queries through analysis of Performance Indicators and surveys, continuous improvement, knowledge management, and customer education.
About the RoleMajor accountabilities:
Provide rapid, high quality, and accurate response/support to all PO related queries.
Take ownership for queries and be responsible for case opening and closing (end to end), serving as the first and final point of contact for the customer.
Guide and act as a consulting partner for PO processes and systems related queries.
Contribute to enhancement of work instructions based on QA findings and process modifications.
Contribute to articles, maintain and sustain the Knowledge Repository for countries in scope.
Gather and monitor CSAT, feedback, and surveys to drive continuous improvement for customer satisfaction.
Engage in regular monthly project activities.
Ensure compliance in line with Data Privacy, Protection guidelines, and other relevant legislation.
Provide support for transformation and technology initiatives.
Partner with PO at location or country level as applicable.
Meet shift requirements defined by the supporting country.
Support the training of new colleagues.
Perform other tasks as assigned by Line Manager.
Minimum QualificationsBachelor's degree in HR/Business Administration or related field
Minimum 2 years' experience in HR Services (or similar service providing organizations)
1+ years' experience with SAP, WorkDay, Success Factors, or other Workforce Systems
Experience with ticketing management systems
Work experience in virtual/remote teams is a plus
Proficiency in use of Microsoft Office; advanced Excel skills is an advantage
Languages:Proficiency in English & Japanese, spoken and written (to support the respective country)
Fluency in an additional regional language is a plus
Why Novartis:Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting, and inspiring each other. Combining to achieve breakthroughs that change patients' lives. Ready to create a brighter future together?Learn more .
Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.
Join our Novartis Network:Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up:Join here .
Functional Area:Human Resources
Job Type:Full time
Employment Type:Regular
Shift Work:No#J-18808-Ljbffr