Job Description

Overall Purpose of Job

HR Shared Services Agent will play a vital role in providing high quality customer support service to Thailand customers with complete focus on 100% issue resolution and 100% customer satisfaction. Incoming requests include resolving and/or completing service requests and working collaboratively with the team members, other internal teams, Third Party vendors or Client.

Job Responsibilities / Authorities

  • Receive inbound Calls/Email and ensure that cases and interactions are logged correctly in the ticketing tool
  • Provide navigational support on self service portal
  • Ensure security verifications are carried out per company policies and procedures and is lines with the GDPR guidelines
  • To handle processing of transactions related to Hire, Personal & Job Changes and Terminations in Workday accurately and timely.
  • Supports payroll data cut off activity for Thailand.
  • To facilitate a resolution by bringing together the appropriate department heads/COE/HR Business Partners/business groups.
  • To implement a procedure that ensures the problem does not occur again or recommends products or services to better meet customers' needs.
  • Resolves complex inquiries and requests that are escalated through other support groups within HRSS.
  • Maintain regular and punctual attendance in line with company policies and procedures
  • Minimize customer complaints and escalations by providing exceptional service and call control
  • Must have the ability to remain focused, professional, tactful, and discrete when handling sensitive and/or confidential information.
  • Works closely with the TA Team Leader, Talent Acquisition Center of Excellence and Candidates
  • Monitor candidate background phases and be the liaison point with candidate and recruiter on any delays
  • Coordinates candidate travel expense reimbursements 
  • ·Update client applications accurately and quickly in accordance with the appropriate User Guides.
  • Understand & perform the full range of Workforce Administration processes (Employee Life cycle) which includes, onboarding the candidate, people movement

PROCESSES Background Check Due Diligence & Candidate Care, Onboarding, People Movement (Employee Life Cycle)


Reports to: Team Lead



·       Education Equivalent

·       Bachelor or Graduate


·       1 - 2 yrs. business experience with similar background

·       Knowledge of MS Office and Excel skills would be a plus

·       Workday HCM and Service Now Case management knowledge preferrable

. Prior international BPO work experience preferred

Knowledge/Skills Requirements:

  • Able to work on a flexible basis as determined by the business needs
  • Ability to work under pressure
  • Quick Learner
  • Punctual and Disciplined
  • Good organizational & prioritisation skills.
  • Analytical and problem-solving skills.
  • Multi-cultural awareness.
  • Passion for customer service.
  • Team player.
  • Focus on high data accuracy.
  • High standards of Integrity
  • Attention to detail
  • Quality driven – in communications and all system transactions.
  • Strong written and verbal skills in Thai and English Language.
  • Typing speed – 50 words per minute

Core Competencies:

  • Professional Qualities
  • Good oral and written communication skills in Thai and English Language
  • Ability to identify and effectively use resources
  • Excellent customer service skills

Working Conditions – Working hours depending on location supported


Work hours:

Monday – Friday 9:30am – 6:30pm (APAC shift)

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Related Bachelors Degree

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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