Specialist - HR Case Management

2 weeks ago

Bengaluru, India Applied Materials Full time

Employee Services (HR Direct)

About Applied

Applied Materials is the leader in materials engineering solutions used to produce virtually every new chip and advanced display in the world. Our expertise in modifying materials at atomic levels and on an industrial scale enables customers to transform possibilities into reality. At Applied Materials, our innovations make possible the technology shaping the future.

Summary :

The HR Customer Services Support Agent delivers a range of transactional HR services and responds to inquiries and requests from Global/Regional internal customers, identifying and escalating them as necessary, to ensure the provision of accurate information.

The role is accountable for delivering efficient, accurate and reliable information to support the Applied employees in a timely manner.

Role will require you to work on shift basis.

Key Responsibilities and Deliverables :

Assist with inquiries and information requested from internal customers on year-round HR processes (performance management, focal), Workday HR system, HR policies, benefits, payroll, learning platforms, stocks, and immigration cases, ensuring that information supplied is accurate, relevant and resolves the request efficiently. Consult with the team and supervisor when dealing with complex inquiries, issues, or requests, and escalating as necessary, incoming inquiries in a confidential, responsive, customer-focused manner. Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks. Follows standard procedures and may require discretion based on common sense and experience. Actively participate in process improvements to improve the efficiency of the Customer Service. Maintains team professionalism in confidentiality, integrity, and company data protection.

Key challenges:

Managing multiple competing demands and deadlines while delivering accurate and consistent work within a high-volume environment. The role exercises sound judgment to ensure that competing work priorities are met within agreed timeframes. Communicating effectively to internal customers with a professional ‘can do’ approach, while ensuring service delivery and advice reflects current and best business practice. Providing solutions to the problems in situations that are atypical or infrequently occurring based on existing precedents or procedures, to be proactive to “Connect the Dots” for the customers.

Skills, Knowledge, Experience

Active Listening: Listening to a customer’s questions and concerns and responding in a way that makes them feel heard, paves the way forward to a solution. Technical knowledge: As a customer service professional, you need to be familiar with technical knowledge (Workday, ServiceNow, etc..) to help customers make informed decisions and troubleshoot any issues. Basic excel skills to handle reporting & analytics. Resourcefulness: Finding innovative and quick ways to solve the problem can decrease time with each customer so that you can help more customers in a day. A willingness to go the extra mile: Provides service that goes beyond fulfilling basic customer expectations and does so in a creative and in an unexpected way.

Requirements :

Full proficiency in English is a must. Excellent communication and interpersonal skills with a creative mindset. Experience working in customer service Bachelor’s degree in HR, Organizational Psychology, Business Administration, or related field.

HR generalist skill will be an added advantage.

Experience : 1 to 4 years

Shift: India – 1:00 PM to 10:00 PM

Applied Materials is committed to diversity in its workforce including Equal Employment Opportunity for Minorities, Females, Protected Veterans and Individuals with Disabilities.

Qualifications

Education:

Bachelor's Degree

Skills:

Certifications:

Languages:

Years of Experience:

2 - 4 Years

Work Experience:

Additional Information

Time Type:

Full time

Employee Type:

Assignee / Regular

Travel:

No

Relocation Eligible:

Yes

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