People Services Advisor with Swedish

Your responsibilities

• Respond to first-line (Tier 1) questions and cases submitted via telephone or e-mail and register and control client cases in the case management system.

• Trouble-shoot, research and resolve issues and provide customers with information or advice in case of straightforward to moderately complex issues in line with turn-around time SLA’s and quality standards.

• Refer complex cases or questions that require follow-up to the relevant teams (Workforce Administration, Payroll, etc.) or management and communicate effectively with requestor.

• Under general supervision, respond to basic and moderately complex inquiries about policies and procedures. Job Description AkzoNobel

• Using process knowledge to show customers how to retrieve information through the various channels (HR Portal).

• Identify returning questions and/or opportunities for improvement on work processes, techniques and systems and make a suggestion for improvement to the team leader.

• Update systems with straightforward data entry requests, focusing on efficiency and quality processing. Additional responsibilities for G9 roles (one or more of the below)

• Be champion in the team for Knowledge Management, maintaining and coordinating the work on the (local) knowledge base (Knowledge Articles and PSA knowledge documents), updating it based on changes to (global) processes and/or policies, and translating content into local language.

• Be champion in the team for good Customer Experience, by coaching peers on communication principles, reviewing Customer Satisfaction Survey data, and taking follow-up actions together with management.

• Be champion on Global Data Privacy Regulation related topics, by being the first point of contact in teams for questions and doubts, POC between the team and the Privacy team, ensure the team is aware of GDPR rules and the process is assessed from a risk perspective.

• Be champion for Continuous Improvement, by being the first point of contact for the Process & Systems and CI Manager for improvement initiatives, supporting the team lead and coordinator on initiatives, performing analysis to understand issues, and driving a CI mindset in the team.

• Additional scope, such as administrative tasks in the area of Talent Acquisition Administration, Fleet Management, Immigration, or Learning & Development.

Our requirements

What we offer

At AkzoNobel we are highly committed to ensuring an inclusive and respectful workplace where all employees can be their best self. We strive to embrace diversity in a context of tolerance. Our talent acquisition process plays an integral part in this journey, as setting the foundations for a diverse environment. For this reason we train and educate on the implications of our Unconscious Bias in order for our TA and hiring managers to be mindful of them and take corrective actions when applicable. In our organization, all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.