HR Service Specialist Contact Center

THE PERSON:

You are customer-focused, adaptable, and comfortable working in a fast-paced, global environment. You are a strong team player who can effectively navigate AI-enabled service delivery models, live agent interactions, and HR case management while collaborating across regions, time zones, and cultures.

KEY RESPONSIBILITIES:

• Serve as Tier 1 HR Contact Center support, handling employee and manager inquiries via HR AI Agent, Live Chat (Live Agent), and case management systems channel

• Review, validate, and resolve AI-assisted cases, ensuring accuracy and seamless employee experience.

• Provide first-level responses to HR-related questions on administrative procedures, policies, and standard practices.
• Utilize HR systems to document, track, and escalate cases in accordance with defined processes and service guidelines.

SME (Subject Matter Expert) Responsibilities

• Act as an SME for assigned HR process areas, regions, or projects, supporting agents, HR Partners, and operations teams.
• Own and maintain knowledge base content, including SOPs, FAQs, AI response content, and agent guidance for assigned areas.
• Partner with COEs, HR Operations, and Digital HR teams to support process updates, system changes, and AI enhancements.
• Provide guidance and mentoring to team members on complex cases within SME scope.
• Support HR AI Agent optimization by identifying gaps, inaccuracies, or improvement opportunities in AI responses and workflows.
• Participate in UAT, testing, and rollout activities for new HR tools, AI capabilities, or service models.
• Identify recurring issues, root causes, and opportunities to improve service quality and reduce contact volume.

General & Operational Responsibilities

• Ensure employee and manager inquiries are resolved accurately, efficiently, and within service level agreements (SLAs)/ Operation level agreement (OLAs)
• Conduct basic research and process HR transactions within authorized systems, following authentication, data privacy, and security requirements.
• Leverage and contribute to the HR Knowledge Base, ensuring accurate and consistent responses.
• Monitor case statuses and proactively inform requesters of progress and resolution.
• Escalate complex or non-standard inquiries to higher tier group as appropriate.
• Educate employees on available HR services and promote self-service tools (AI Agent), including the HR Portal and AI-enabled solutions.
• Identify root causes of inquiries and issues to provide accurate resolutions and reduce repeat contacts.
• Manage multiple cases simultaneously, prioritizing based on urgency and business impact.
• Ensure all documentation and employee requests comply with applicable HR policies and procedures.
• Actively contributes to continuous improvement initiatives, including process optimization, AI adoption, and service delivery enhancements.
• Maintain compliance with HR shared services policies, confidentiality requirements, and data security standards.
• Meet or exceed defined performance metrics, quality standards, and customer satisfaction targets.
• Participate in mandatory training & development training, internal or global team meetings, and cross-time-zone collaborations.
• Support and maintain the global HR knowledge base, including AI-related content and service workflows.

PREFERRED EXPERIENCE:

• Experience in an HR Contact Center, Shared Services, or Customer Support environment
• Exposure to HR AI tools, chatbots, or digital service platforms is a strong advantage
• ServiceNow, SAP or SuccessFactors experience preferred
• Ability to work in a shift-based environment, including global time-zone support
• Comfortable working in a fast-paced, matrixed, and evolving environment
• Strong customer service orientation with excellent communication skills
• Experience creating or maintaining training materials, SOPs, or knowledge articles
• Strong analytical, problem-solving, and attention-to-detail skills
• Ability to manage multiple priorities and work independently on routine tasks
• High level of professionalism with strong confidentiality and data protection practices
• Process-driven mindset with a focus on continuous improvement
• Mandarin speaking and written skills will be