TP Hiring! Full Time HR Helpdesk - Japanese Speaking in Pulau Pinang - Ricebowl

HR Helpdesk - Japanese Speaking/日本語スピーキング

Work Location: Livingston, Penang, Malaysia (Office -based)

Working Hours: 8:00 AM to 5:00 PM (local APAC time),

*Monday to Sunday on a rotational shift basis.

*Working hours are subject to change based on operational requirements.

Role Purpose

The People Support team serves as the primary point of contact for HR-related inquiries from employees and former employees across the APAC region. The team provides timely, accurate, and professional support through live calls, ticket management, email communication, and authorized third-party verification calls, while ensuring full compliance with each country's HR policies and legal requirements.

Daily Operations

• Shift Coverage: Agents and the client team follow rotational break schedules to ensure uninterrupted call coverage throughout the day.

• Call Management: All inbound calls are managed through the Interact platform.

• Caller Verification: Upon answering a call, agents verify the employee's identity before providing any support.

• Support Scope: Assistance is provided in accordance with country-specific HR policies and language requirements across the APAC region.

• Third-Party Verifications: Authorized third-party verification requests are handled via phone in accordance with established procedures.

• Unresolved Issues: If an issue cannot be resolved during the call, agents professionally conclude the conversation and create a ServiceNow ticket for follow-up and resolution.

Scope of Support

The team provides support across the following HR service areas, with guidance tailored to each country's policies:

• Health Benefits: Medical, dental, optical insurance, dependent benefits, claims, benefit portal access, travel benefits, etc.

• Life & Family: Family leave, parental leave, nursing mother support, adoption, fertility, and surrogacy assistance, etc.

• Wellness: Mental health resources and fitness programmes, etc.

• Policies & Notices: Remote working arrangements, misconduct reporting, workplace accommodations, etc.

• Time Away: Sick leave, paid family care, military leave, vacation cash-out, gradual return-to-work programmes, etc.

• Pay & Finances: Payroll, taxation, timecards, stock plans, and financial education, etc.

• Discounts & Services: Employee purchase programmes and family & friends' benefits, etc.

• Career & Development: Performance management, job changes, onboarding support, etc.

• Hiring & Onboarding: Careers portal support, onboarding, and employee referral programmes, etc.

*All support is delivered in strict compliance with the respective HR policies and labour laws of each APAC country.

Requirements

• Japanese proficiency: C1 level or above
• English proficiency: B1 level or above; B2 level is preferred
• Previous call center, customer support, or BPO experience is highly preferred