At NIKE, experience matters. Here’s an opportunity to join the front lines of HR. To be a trusted advisor to teammates operating across the Asia Pacific on all things HR. To deliver an outstanding service experience to all that seek our support. To go beyond simply answering questions and ensure our teammates enhance their NIKE employee experience and benefits. To be the latest Athlete* to join the ranks of People Solutions Services.
WHO WE ARE LOOKING FOR
Your success will be measured on your ability to deliver on the following responsibilities. As a People Solutions Advisor II, you’ll be expected to operate autonomously to apply sound judgment and critical thinking to solve problems Identify root cause solution of contact by asking probing questions in order to understand the issue; analyze, research, and interpret policy while engaging appropriate functional teams to respond to employee inquiries. We would like you to be comfortable operating in a fast paced, employee focused environment requiring you to multitask and deliver premium service in a timely manner. There will be an emphasis on elevating customer service to the highest level by responding to employees needs with the discipline to adhere to confidentiality, policy & compliance rules.
Overall, we're looking for someone interested in working with a fun, encouraging, and collaborative team in a service center environment!
WHAT YOU WILL WORK ON
This role is the front door to HR services at Nike. The primary responsibility will be providing seamless HR support to NIKE employees through the resolution of inquiries and transactions by researching issues and resolution options using effective written and verbal communication skills across multiple channels including phone, email, and chat. You will apply resources effectively, including multiple systems and support tools, to ensure accurate and timely responses to employee inquiries, documenting contact concerns and feedback in a case management system. Driving innovation in process and delivery of our services is paramount for success in this role.
People Solutions Advisor II is a critical role within the team as they not only research HR related issues for employees but are also integral in supporting Advisors with day-to-day support and training. People Solutions Advisor II maintains quality service support, planning training activities, and serving as an escalation point for complex resolutions as needed, responding to support needs via phone and electronic tickets.
WHO YOU WILL WORK WITH
You will report to People Solutions Service Managerbased in Singapore. You will be working with a diverse work population that spans across Asia Pacific, partnering regularly with People Solutions experts that help with the heavy lifting of complicated cases. We will have you create a partnership with our operations, and consultant teams as well as coordinating with HR leadership on new initiatives and projects that enhance the employee experience in our service delivery.
WHAT YOU BRING
- Bachelor’s degree in Human Resource Management or a related field or a combination of relevant experience, education, and training
- 2-3 years of HR experience, demonstrating knowledge of HR management. Knowledge of theories, practices, policies and procedures in HR a plus
- Proficient in Korean, Japanese and English languages are essential to support our employees in Korea, Japan and other countries in APAC
- Experience in a service center environment and providing customer service via multiple contact channels (phone, email, live chat) highly desirable
- Strong verbal and written customer service skills critical, with an emphasis on soft skills, customer- focused resolution as well as strong multi-tasking and organizational skills
- Must demonstrate initiative and the ability to work independently within a diverse team environment
- Knowledge and understanding of HR systems and platforms preferred (Workday, ServiceNow, Kronos/TimeTrack, Cisco/Telephony)
