Employee Services - HR Case Management

Job description

**Who We Are** Applied Materials is the global leader in materials science and engineering solutions that are at the foundation of virtually every new semiconductor chip and advanced display in the world. The equipment that we create and service is essential to advancing AI and accelerating the commercialization of next-generation semiconductor chips. Join us and push the boundaries of materials science and engineering in a company at the foundation of the electronics industry. The work we do together advances the world’s technology. **What We Offer** Location: Bangalore,IND You’ll benefit from a supportive work culture that encourages you to learn, develop, and grow your career as you take on challenges and drive innovative solutions for our customers. We empower our team to push the boundaries of what is possible—while learning every day in a supportive leading global company. Visit our Careers website to learn more. At Applied Materials, we care about the health and wellbeing of our employees. We’re committed to providing programs and support that encourage personal and professional growth and care for you at work, at home, or wherever you may go. Learn more about our [benefits](https://hrportal.ehr.com/applied/). **What We Offer** At Applied your wellbeing is at the core of our benefits and wellness programs through our competitive total rewards package. We’re committed to providing programs and support that encourage personal and professional growth and care for you at work, at home, or wherever you may go. **What You’ll Do**: The HR Customer Services Support Agent delivers a range of transactional HR services and responds to inquiries and requests from Global/Regional internal customers, identifying and escalating them as necessary, to ensure the provision of accurate information. The role is accountable for delivering efficient, accurate and reliable information to support Applied employees in a timely manner. **Key Responsibilities and Deliverables**: - Assist with inquiries and information requested from internal customers on year-round HR processes (performance management, focal), Workday HR system, HR policies, benefits, payroll, learning platforms, stocks, and immigration cases, ensuring that information supplied is accurate, relevant and resolved efficiently. - Consult with the team and supervisor when dealing with complex inquiries, issues, or requests, and escalating as necessary, in a confidential, responsive, customer-focused manner. - Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks. Follows standard procedures and may require discretion based on common sense and experience. - Actively participates in creating/maintaining process documents as well as identifying and implementing process improvements. - Maintains team professionalism in confidentiality, integrity, and company data protection. - Ensure compliance with HR policies and service-level agreements (SLAs) while driving process improvements and delivering a positive employee experience. **Key challenges:** - Managing multiple competing demands and deadlines while delivering accurate and consistent work within a high-volume environment. The role exercises sound judgment to ensure that competing work priorities are met within agreed timeframes. - Communicating effectively to internal customers with a professional ‘can do’ approach, while ensuring service delivery and advice reflects current and best business practice. - Providing solutions to the problems in situations that are atypical or infrequently occurring based on existing precedents or procedures, to be proactive to “Connect the Dots” for the customers. **Skills, Knowledge, Experience** - **Active Listening:** Listening to a customer’s questions and concerns and responding in a way that makes them feel heard, paves the way forward to a solution. - **Technical knowledge:** As a customer service professional, you should be proficient in technical tools such as Workday and ServiceNow to assist customers in making informed decisions and resolving issues. Experience in Workday/ServiceNow reporting and intermediate to advanced excel skills is preferred. - **Resourcefulness:** Finding innovative and quick ways to solve the problem can decrease time with each customer so that you can help more customers in a day. - **A willingness to go the extra mile:** Provides service that goes beyond fulfilling basic customer expectations and does so in a creative and in an unexpected way. **Requirements**: - Full proficiency in English is a must. - Excellent communication and interpersonal skills with a creative mindset. - Experience working in customer service. - Bachelor’s degree in HR, Organizational Psychology, Business Administration, or related field. **Experience**: 3 to 5 years **Shift**: India – Day (8:00 am to 5:00 pm) *Applied Materials is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, ancestry, religion, creed, sex, sexual orientation, gender identity, age, disability, veteran or military status, or any other basis prohibited by law. To learn more about our commitment to DEI visit the Applied Materials* [*Inclusion page.*](https://www.appliedmaterials.com/us/en/careers/inclusion.html) **Additional Information** **Time Type:** Full time **Employee Type:** Assignee / Regular **Travel:** Yes, 10% of the Time **Relocation Eligible:** Yes Applied Materials is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, ancestry, religion, creed, sex, sexual orientation, gender identity, age, disability, veteran or military status, or any other basis prohibited by law.