Job Description

As a PPSC Partner, you will be responsible for delivering phone and web chat support and a positive customer experience to regional HR customers such as Managers and Employees by aiding with inquiries related to Human Resources using HR systems, service center technologies, and knowledge tools.

Key Responsibilities

• Use procedures, policy manuals, and other reference materials available via the knowledge management tool to assist in answering and resolving employee and manager inquiries
• Communicate and educate customers on HR policies, procedures, and related government regulations, including accurate utilization of the People Pulse Support Center and associated resources, such as the employee-facing portal
• Complete simple Human Resources related transactions in Workday HCM
• Triage employee inquires and handle customer issues to functional specialists when in-depth functional knowledge is required or to third party vendors / outsourced providers
• Detail all employee inquiries and issues using case management tools (ServiceNow)
• Conduct frequent review of Frequently Asked Questions, policies, and procedures to identify steps needed to address customer questions and issues
• Update process documentation, employing language and / or functional knowledge expertise as required

• 2 years of experience in HR / Service Desk / Helpdesk
• Knowledge and understanding of HR and experience with HR systems such as Workday is desirable, but not required
• Proficiency in English and Mandarin is required as the role provides extensive support to our colleagues in Greater China
• Excellent verbal and written communication
• Strong problem-solving and troubleshooting abilities; ability to assess and take action on a problem quickly and efficiently
• Willingness to work on occasional public holidays due to operational needs
• Ability to multitask and manage multiple, ongoing cases
• Ability to maintain objectivity under pressure
• Inventive and a phenomenal teammate with the ability to work independently in a dynamic and ambitious environment!

PPG Industries