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HR Shared Service Center - Contact Analyst

Date: Jan 12, 2021

Location: Shanghai, CN, 200062

Company: IFF Family of Companies

Job Description

IFF is expanding! We are building a Shared Service Center in Kunshan, China, to provide full life cycle HR support for employees. We’re inviting experienced talents to join us and be part of our growth!


This is a great opportunity to develop HR experience and expertise to launch your HR career. Be a part of a global HR community transforming how HR delivers services to its customer base.


Your Focus
In our newly created HR Shared Service Center, you will be the first point of contact for employees and managers working in multiple countries across the Asia region. 
You will be the voice of IFF’s HR department and assist with a variety of questions across all areas of HR, including policies, benefits, pay, recruitment and more.  


This position reports to the Regional HR Shared Service Center Manager, Greater Asia.


You will spend your time…

  • Receive inbound queries from multiple channels (phone, email, chat) from IFF employees 
  • Leverage knowledge base to provide consistent customer service and solutions to customer inquiries
  • Educate employees and managers on HR resources available to them and encourage the use self-service tools 
  • Redirect/escalate inquiries as appropriate within HR SS (Transaction Delivery, Specialized Services, Service Excellence), HR (HRBPs, Field HR, COEs), or outside of HR (Payroll)
  • Apply sound judgement and discretion with sensitive information 
  • Relay opportunities for improvement of daily processes and assisting in the implementation of these initiatives 
  • Support peers with problem resolution and effective use of knowledge tools
  • Strives for first contact resolution  
  • Perform additional tasks and projects as assigned
Job Requirements

What you will need to be successful

  • Bachelor’s Degree in HR or any other related discipline
  • At least 1 year of experience in HR department or customer contact center
  • Excellent customer service skills and desire to resolve issues
  • Good knowledge of human resources policies, procedures, and benefits is preferred
  • Microsoft Office Tools (Excel, PowerPoint, Word)
  • Typing proficiency is required
  • High attention to detail
  • Experience with case management system and HCM system is preferred
  • Excellent written and verbal communication skills
  • Experience in communicating through various intake channels
  • Experience understanding and meeting Key Performance Indicators
  • Excellent communication skills especially fluency in English and Mandarin is essential; additional languages fluency in Japanese or Bahasa Melayu is an advantage
  • Demonstrated ability to work in matrix environment with different business leaders and cross functional teams



At IFF, we believe that your uniqueness unleashes our potential. We value the diverse mosaic of the ethnicity, national origin, race, age, sex or veteran status. We strive for inclusive workplace that allows each of our colleagues to bring their authentic self to work regardless of their religion, gender identity & expression, sexual orientation, or disability. 
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