Descripción de la Oferta

Description

The role serves internal clients, such as employees and managers. It is the front-contact-line for Global HR Operations based in Costa Rica, liaising between various clients and business entities. The position is dedicated to a country or a set of countries. The Postion is in charge of responding to employees/managers inquiries and questions regarding HR products and services which the organization provides and processing their first-line queries. The incumbent will perform his/her duties predominantly by phone, email, chat in the service center.


Principal Accountabilities:

• Answer inbound calls and assist clients who have particular inquiries or questions
• Respond to emails, handle clients inquiries adressed by email
• Research required information using available resources
• Route calls/queries to appropriate resource and follow up employees’ calls/queries where necessary
• Manage and resolve clients complaints
• Process employee requested transactions such as address changes and benefit enrollments
• Identify and escalate priority issues
• Document all calls/queries information according to standard operating procedures; complete calls/queries logs through the ticketing tool
• Maintain call center records through electronic means
• Provide updates or perform updates to KnowledgeBase used for reference materials
• Conduct research, special projects and system enhancement testing as needed
• Share knowledge and information with team members on a continual basis
• Provide trend awareness to supervisor when similar issue is reported consistently

Qualifications

Required:
•Excellent communication skills and stakeholder management ability
•Excellent phone skills
•Fluency in English and Spanish
•High interest in and proven ability to help customers (customer focus)
•Attention to detail
•Ability to handle/execute several tasks simultaneously using different computer programs
•Demonstrated problem-solving skills
•Proactive approach for problem resolutions
•Ability to deal with ambiguity, prioritize existing workload, define and seek out continuous improvement opportunities
•Good team player
•Computer proficiency - Experience with Microsoft Office Suite (Outlook, Excel,Word)

Preferred:
•Knowledge of HR best practices
•Experience in a multinational environment
•Exposure to HR and Call Center tools

Experiencia Requerida

Educación Secundaria

Lenguajes