HR Services Specialist

2 weeks ago

Singapore Bitdeer Group Full time $40,000 - $80,000 per year

Job Summary:

We are seeking a highly motivated and customer-centric People Helpdesk and Process Automation Specialist to join our dynamic HR team. This role will be the first point of contact for employee inquiries, ensuring timely and accurate responses. Besides, the role will drive process improvements, automation and digitization to enhance the employee experience and operation excellence. This position offers an excellent opportunity to contribute to a positive and efficient HR service delivery model.

What you will be responsible for:

People Helpdesk

  1. Serve as the primary point of contact for employee inquiries related to HR policies, procedures, benefits, payroll, and other HR-related matters.
  2. Respond to employee inquiries promptly and accurately within established Service Level Agreements (SLAs).
  3. Provide exceptional customer service, demonstrating empathy and a solution-oriented approach.
  4. Escalate complex or unresolved issues to the appropriate HR specialist or team.
  5. Partner with HRIS on case management tool implementation and maintenance.
  6. Prepare and analyze monthly helpdesk metrics, including volume of inquiries, response times, resolution rates, and employee satisfaction.
  7. Analyze enquiry data to identify trends and to proactively address common employee inquiries by enhancing and maintaining knowledge articles, FAQ and guidelines in the HR Center.

Process Automation and Digitalization:

  1. Identify opportunities to automate HR processes to improve efficiency and reduce manual effort.
  2. Implement and train chatbot functionality to provide instant support to employees for common inquiries.
  3. Collaborate with HR stakeholders including HRIS to design and implement automated workflows for HR processes (e.g., onboarding, leave requests, etc.).
  4. Evaluate and recommend new technologies and tools to enhance HR service delivery and automation.
  5. Stay up-to-date on HR best practices and emerging technologies in the field of HR service delivery and automation.

How you will stand out:

  1. Bachelor's degree in Human Resources, Business Administration, Information Systems, or a related field.
  2. Proven experience (typically 2-4 years) in a helpdesk or customer service role, preferably in HR.
  3. Strong understanding of HR processes and policies.
  4. Excellent communication and interpersonal skills (written and verbal).
  5. Proficiency in case management tools.
  6. Experience with chatbot implementation and other process automation tools is a plus.
  7. Strong analytical and problem-solving skills.

What you will experience working with us:

  1. A culture that values authenticity and diversity of thoughts and backgrounds;
  2. An inclusive and respectable environment with open workspaces and exciting start-up spirit;
  3. Fast-growing company with the chance to network with industrial pioneers and enthusiasts;
  4. Ability to contribute directly and make an impact on the future of the digital asset industry;
  5. Involvement in new projects, developing processes/systems;
  6. Personal accountability, autonomy, fast growth, and learning opportunities;
  7. Attractive welfare benefits and developmental opportunities such as training and mentoring.

Bitdeer is committed to providing equal employment opportunities in accordance with country, state, and local laws. Bitdeer does not discriminate against employees or applicants based on conditions such as race, colour, gender identity and/or expression, sexual orientation, marital and/or parental status, religion, political opinion, nationality, ethnic background or social origin, social status, disability, age, indigenous status, and union.

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