Subject Matter Expert, Service Desk

Description

What You Will Do In Your Role

• Project support – with service center scope enlarge, lead Tier 1 team to drive transformation to achieve one contact point model 
• Quality audit – check survey result, monitor Tier 1’s performance such as watch on Hold times, FCR%, KCS% on a regular basis and provide feedback to all the team members on a timely and effective way 
• Training – know about team’s learning opportunity and provide new knowledge / refresh training to the whole team including new joiner 
• Complex case / complains – guide team members with complex cases handling and deal with complains from our consumers 
• Knowledge center support – work closely with global knowledge team to support knowledge article update 
• Gain knowledge and start with T1 job by using Service Now, Purecloud, myHR (Infor) , IT tools, etc 
• Comply 100% with all laws and regulations 
• Embrace MBM and seek ways to be a culture carrier

The Experience You Will Bring

Requirements:

• Proficient in Chinese, Korean and English 
• Degree holder with at least 5 years of working experience 
• Minimum 3 year of work experience in a multinational environment covering IT, HR customer service and/or inquiries 
• Experience using MS Office (Outlook, Word, Excel, Powerpoint etc) 
• Comfortable communicating with all levels of an organization 
• Experience researching, troubleshooting and resolving consumer inquiries 
• Strong collaboration skills and team player with a high sense of accountability 

What Will Put You Ahead

• Experience working in a Call Center/Service Center is preferred 
• Experience working with an HCM platform (Infor, SAP, etc.) and Case Management System (ServiceNow, etc.) is a plus