Customer Support Analyst (Thai / Vietnamese Speaking)

Customer Support Analyst (Thai / Vietnamese Speaking)

GlaxoSmithKline Pte Ltd
Selangor Malaysia
Not Specified
Not Specified

Job Description


Job Description :
GSK is one of the world’s foremost pharmaceutical and healthcare companies and we are proud to be part of an industry that improves the lives of others. We are embarking on a significant transformation journey in HR. Our regional HR teams will play a vital role in supporting GSK as we deliver the best outcome for our patients and consumers.
As part of a modern, technology-led HR function, you will have opportunities to drive process standardization, improve customer experience and implement new technologies. Join us!
We are currently looking for Customer Support Analyst (Thai/Vietnamese Speaking) to be part of thenew People Services Team supporting Thailand / Vietnam market. You will be responsible for providing end-to-end ownership and ensure resolution in a wide range of employee and manager inquiries and requests that come into the team. You will engage employee or manager and will seek to understand the scope of the inquiry or request, and proceed to providing resolution or conduct further research and proactive management on behalf of the customer of required interactions with other HR teams prior to providing resolution.
Other KeyResponsibilities:
  • Provide end to end support and 1st level resolution for employees and managers reaching out to People Services & Support Team via phone, live chat, web submit or email.
  • Provide appropriate and accurate information and guidance to employees and managers regarding HR and policies making full use of knowledge management tools and in order to do so effectively stays abreast of changes in knowledge management content
  • Employ case management system effectively to ensure efficient case delivery and act as the central contact for the employee or manager, ensuring they are kept up to date with regular updates and follow up for closure
  • Maintains working knowledge of Workday and Service Now as well as HR processes, and an understanding of the downstream impact of transactions to benefits, pay, and other areas
  • Work closely with Data Management team and & HR Business Partners (tier 2) to ensure all procedures are followed and requests completed within service level agreements.
  • Act as an internal subject matter expert on GSK transactions/processes
  • Advise managers across the region regarding all aspects of Position Management
  • Understand and deliver services against Global Value Stream Metrics and standards.
  • Uses Dashboard and available data analytics to ensure personal performance meets all agreed service standards and any Continuous Improvement opportunities are identified and followed up accordingly.
  • Deliver against all compliance imperatives including support for local and global Data Audits, local legislative needs, protecting Data Privacy at all time and adhering to confidentiality requirements to promote zero breach of compliance policies.
  • Take ownership for all relevant Service Operating Procedures to ensure they are fit for purpose and governed according to accepted Global standards

Why you
We look for people who appreciate the importance of safety and quality and strive to continuously improve our performance and practices. We work in an open and transparent environment so you’ll be someone who treats others with respect and integrity – as you will be treatedyourself.
Ideally, we are looking for someone with:
  • Bachelor Degree in Business Administration or equivalent
  • Experience working in a HR Shared Services, Contact Centre or Customer Support environment
  • Proficient in Thai / Vietnamese (speaking & writing) as this role is required to support the respective market and deal with natives
  • Excellent and high level of expertise in standard MS Office software (word, excel, PowerPoint)
  • Able to handle multiple tasks and assignments simultaneously while maintaining customer communication
  • High level of integrity and ability to maintain confidentiality of information
  • Ability to work either independently or as part of a team, in a fast paced, rapidly changing environment
  • Excellent data gathering and analytical skills with critical attention to detail
  • Experience of Workday or other HRIS systems, online tools, and an understanding of the downstream impact of transactions to benefits, payroll etc
  • Able to work in collaborative, cross functional team and influence without authority
  • Able to present information to customers clearly and concisely and respond to challenging problems
  • Familiar with case management and the use of the intranet for information searching
  • Good knowledge of country legislation requirements across a range of diverse countries supported by the hub.

Why GSK
GSK’s dedication to the wellbeing of our employees is reflected in the benefits we offer; including healthcare for yourself and dependents, performance related bonus, etc. We also offer a range of employee health and wellbeing programs including our truly unique Partnership for Prevention program, a global commitment by GSK to provide all employees with up to 40 preventative healthcare services bringing to life our mission to: do more, feel better and live longer.
At GSK we value diversity and treat all candidates equally. We aim to create an inclusive workplace where all employees feel engaged, supportive of one another, and know their work makes an important contribution.
If you would like to join us in innovating and inspiring changes in the industry, we urge you to apply online.
*LI-GSK
Our goalis to be one of the world’s most innovative, best performing and trusted healthcare companies. We believe that we all bring something unique to GSK and when we combine our knowledge, experiences and styles together, the impact is incredible. Come join our adventure at GSK where you will be inspired to do your best work for our patients and consumers. A place where you can be you, feel good and keep growing.
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