Total 2 talent acquisition specialist job vacancies in Customer Service category in Indonesia

The (Sr.) Workforce Support Specialist will directly provide employees and leaders with day to day HR workforce support.  S/he will be a member of Asia Pacific Workforce Support Team, with the primary support assignments of handling employee relation issues, providing consultancy on HR policies, procedures to employees and managers in the region. S/he will also provide support across multiple groups/sites as needed. Reporting to the Workforce Support Leader, this individual will be the main point of contact for employees and managers regarding employee relations, and co-own employee engagement and satisfaction for the region.

Key Areas of Responsibility

• Serve as the main point of contact for employees for employee relations related inquiries, complaints and customer service(e.g. case management, policy or protocol navigation).

• Support managers on HR related activities such as promotions, investigations, absenteeism management, corrective actions, PIPs, terms and restructuring activities.

• Assist HR workforce support leadership regarding policy reviews, policy

improvements, training opportunities etc.

• Work in strong collaboration with other workforce support tiers to ensure inquiries are resolved in a timely, friendly and comprehensive way.  

• Support leaders on finding and using resources on core processes such as GPS, Performance Management, Development etc.  

• Master our digital toolset, in particular ad.a/Servicenow. Support and resolve regional employee relations issues using servicenow. Continually look for ways to use technology to aid HR and EE experience.

• Support key projects focused on new process or capability development/enhancement. 

1. Customer Support

• Respond to customer inquiries promptly and professionally via phone, email, chat, or in-person.
• Provide accurate information about products, services, and policies.
• Assist customers with placing orders, processing returns, and handling any issues related to their accounts and orders.
• Resolve customer complaints and concerns in a timely and satisfactory manner.
• Investigate and troubleshoot issues, escalating complex problems to higher-level support as needed.

1. Strategy Development

• Identify opportunities for improvement in customer service processes and systems.
• Develop and implement strategies to enhance the customer experience and streamline service operations.
• Analyze customer feedback and service metrics to inform project initiatives and decision-making.
• Ensure all interactions align with company standards and contribute to a positive customer experience.
• Ensure customer service standard operating procedures are updated and maintained

      3. Project Management

• Lead and manage customer service projects from inception to completion, including planning, execution, monitoring, and reporting.
• Develop detailed project plans, including timelines, resource allocation, and risk management strategies.
• Coordinate with cross-functional teams to ensure project objectives are met on time

     4. Collaboration:

• Share knowledge and best practices with colleagues to enhance team performance and service quality.
• Foster a collaborative environment and encourage team members to contribute ideas and solutions.