• Accurately handles inquiries related to new hire, terminations, personal or job related enquiries using Salesforcecom as a primary case management tool• Coordinate with Business Partners and team members to ensure accuracy of data prior to resolving enquiries• Meet established Quality and Key Performance Metrics• Provide quality customer service in response to inquiries made via phone or e-mail from Employees, Internal Business Partners as well as External Business Contacts• Uses 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• Must meet established Quality Monitoring and Key Performance Metrics standards• 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 assignedJob Requirements**Minimum Qualification• Strong PC skills and the ability to work in fast paced environment• Strong organizational skills• Strong analytical skills with attention to detail• Strong problem solving skills• Strong written and oral communication skills• Strong interpersonal and customer service skills• Ability to follow strict policy guidelines and recognize situations requiring escalation• Ability to navigate relevant applications• Ability to follow standard procedures and scripts• High School degree• Experience in HR and shared services environment will be an added advantage• Able to work in multiple shifts (8am- 5pm AND 4pm – 1am)** Preferred Qualification• 2-3 Year experience in an operations Service Center environment, HR Shared services preferred*Based in Puchong
Type : Company job
Role : N/A
Industry : Call Center/IT-Enabled Services/BPO
Salary : Not Disclosed
AIGis a world leading property casualty and general insurance organization serving more than 45 million clients in over 160 countries and jurisdictions.AIG is developing a network of shared services centers (SSC) strategically located to serve the growing operations needs ofAIG companies around the globe.
In 2010, AIG Shared Services-New York establish a captive shared services center in Malaysia, namely AIG Shared Services (M) Sdn Bhd - AIGSS Malaysia to provide cost-effective Business Processing Outsourcing (BPO) services and technology services toAIG companies globally whilst constantly finding ways to develop and improve their business processes.
AsAIGSS is fast growing and expanding its operations in Malaysia, we seek to hire dynamic and career-minded individuals who are willing to learn and develop skills and competencies in the various fields of a captive shared services operations. Attractive remuneration, promising career, training and development, global opportunity, and fun environment are some of the benefits that await futureAIGSS Team Members. Be a global player. JoinAIGSS Malaysia now!