The Service Excellence Specialist is responsible for oversee and manage the successful delivery of Catering, Cleaning Services and Ancillary Services across to our People & Culture process.
Duties and responsibilities
Ensure delivery of service excellence, ensuring KPI’s are met and deliver in line with the service level agreements.
Oversee 100% of the requests, incident and concern.
Maintain a P&C process to provide 24x5 support and acknowledge service request, incident and ticketing.
Creates weekly SE SLA Reports and manage the team to prevent SLA violations.
Work with the P&C Leads to quality check the tickets and manage quality improvement process.
Provides system support to internal and external clients
Manages the HR Ticketing system and ensuring that the team is meeting if not exceeding its SLA.
Collect & provide performance measures, develop reports, & analyze findings to identify areas for process improvement
Drive continuous process improvement for the team
Strong attention to details.
Keen on details and should be highly analytical.
Graduate of a bachelor’s degree in Psychology / Human Resource or any related course.
At least 6 month - 1 year of experience in related field is required for this position.
In-depth knowledge of HR principles, functions, methods and procedures.
With working knowledge on different facets of HR.
An analytical mind and problem-solving abilities.
Strong communication skills, both written and verbal.
Demonstrated abilities to multi-task, prioritize and meet timelines on deliverables.
Assist in development and implementation of Human Resource policies
Proficient Microsoft Office skills.