HR Service Delivery Associate (Mandarin Speaker)

Job Summary

• HR Shared Services Tier 1 Advisors play a vital role in handling and resolving employee inquiries that are received via phone and email. The scope of work also covers navigational support for HR systems.

Job Responsibilities

• Accurately handles inquiries related to new hire, terminations, personal or job-related enquiries using the case management tool.

• Coordinate with Business Partners and team members to ensure accuracy of data prior to resolving enquiries.

• Provide quality customer service in response to inquiries made via phone, Chat or e-mail from Employees, Internal Business Partners, as well as External Business Contacts.

• Use procedures, policies, knowledge database and other reference materials to assist in answering inquiries.

• Research routine to complex questions and problems and provide appropriate responses or escalate as appropriate.

• Appropriately identify and escalate inquiries that are high in complexity or require other attention to the appropriate unit.

• Accurately logs-in all cases into the case management system.

• Meet established Quality and Key Performance Metrics.

• Must have the ability to remain focused, professional, tactful and discrete when handling sensitive and/or confidential information.

• Demonstrate the ability to work effectively in a team environment with general direction while providing support to peers.

• Participates in continuous improvement workshops and projects.

• Participate in other departmental responsibilities as assigned.
   

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Job Requirements:

• Diploma/bachelor's degree in any field

• Strong written and oral communication skills in Mandarin and English

• Ability to work in fast paced environment

• Strong analytical skills with attention to detail

• Strong interpersonal, customer service, and problem-solving skills

• Ability to follow strict policy guidelines and recognize situations requiring escalation

• Ability to follow standard procedures and scripts

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.