Specialist, HR Service Center (Japanese Speaking)

Maintain employee information that is accurate, meets the organization's legal obligations, and assists in human resource management and planning.

Main Responsibilities:

• Provide effective concierge service combined with agility at surpassing customers' expectations for a broad scope of requests utilizing powerful collaboration.
• This role is empowered to surpass expectations by collaborating, anticipating, driving to resolution, and serving with care, compassion, and confidence.
• This role takes ownership of the customer experience and must maintain composure in difficult situations while working independently.
• This analytical and exceptional customer service-focused role supports employees and managers in the resolution of their HR matters via supporting tools and processes and by effectively collaborating across the global HR organization.
• This role is guided and supported by Global HR Services management and provides enhancement and development opportunities for the candidate who is driven to take control of his/her career.

Key Job Responsibilities:

• Demonstrate a stellar, seamless customer experience on and offline, coupled with attentive communication skills with a focus on patience, accuracy, and ability to listen compassionately.
• Empowered to solve requests and challenges via exceptional customer service that is consistent, knowledgeable, and trusted.
• Communicate professionally and compassionately with HR colleagues around the world and translate solutions and answers to customers to enhance the customer experience.
• Continuously strive to anticipate the needs of customers.
• Analyze received information and demonstrate excellent problem-solving skills by using a variety of appropriate resources provided.
• Possess strong organizational skills and manage multiple channels of workload while creating and maintaining strong relationships with peers and other HR groups.
• Receive and optimally respond to service inquiries and requests with timely, accurate, and professional replies while managing multiple contact channels.
• Triage requests and resolve or escalate based on established resources; partner with other HR service center team members or HR groups to troubleshoot resolution of all requests.
• Identify at-risk customer relationships and initiate corrective action with compassion through attentiveness to human need.
• Identify and capture customer feedback and leverage opportunities to encourage and drive improvements in team behaviors.
• Meet or exceed standards for both schedule adherence and reliability.

Required and Preferred Qualifications:

• Bachelor’s degree preferred but not required.
• Software knowledge a plus: Microsoft Office Programs, especially Excel, Workday (or other system of record experience highly preferred), Zendesk (or other CRM experience highly preferred).
• Bi-lingual fluency in English and Japanese Language with excellent written and verbal communications skills is required. Additional language fluency will be an added advantage.