Delivery Associate -Tiếng Việt Speaker

about the Delivery Associate role

The CMA function is the initial customer contact for our Human Resources Outsourcing (HRO) customers. This role will interface

with customers via inbound/outbound calls, emails, cases, and chat for the purpose of resolving routine problems and/or provide services.

MAIN RESPONSIBILITIES

Answers and greets customers in a courteous, friendly, and professional manner using NGA HR policies, procedures and/or practicesListen attentively to customer needs/concerns and demonstrate empathyPrepare and complete accurate work and update customer ticket via system.Handles and tracks incoming calls and e-mailsHas daily interactions with other departments and clients by phone and e-mailEscalates requests to appropriate teamsBuilds up and maintains a relationship of confidence and mutual respect with clientsAnalyses and solves HR questions (policies, procedures, collective agreements etc.)Analyses and solves HR system questions (WFA, Time, Organizational Management, Payroll etc.)Provides HRIS Navigation Support, analyses and solves questionsMaintains FAQ listArchives documents in Employee FilesPerforms Fast Data Entry: Data input that can be done as 1st contact resolution (real-time communication channel)Communicate effectively with individuals/team to ensure high quality and timely expedition of customer requests.Effectively transfer misdirected customer requests to the appropriate party.Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.Participate in activities designed to improve customer satisfaction and business performance.Maintain a broad knowledge of NGA HR’s services (HR Administration, Talent Administration etc.)

REQUIREMENTS

Open for Undergraduate Degree, equivalent degree or work experience related to HR/Benefits/Payroll required.Can Speak Tiếng Việt language fluently.Eligible to work in the Philippines.Knowledge in HR administration is an advantage but not required.Knowledge with SAP is an advantage but not required.Knowledge with Excel and other MS Office is an advantage but not required.Customer/Call handling skills (will support calls but minimal).