HR Employee Experience Representative

hace 6 meses

Guadalajara, México Ingredion Global Business Services, S.A. de C.V. A tiempo completo

**Location**: Guadalajara SSC, Mexico
Reports to Manager, HR Employee Experience

The HR Employee Experience Representative will be responsible of providing customer service for HR-related processes through inquiry management and resolution. Research solutions and escalate complex inquiries to appropriate parties as needed. Manage HR data and transactional processing.

Key Deliverables
Serve as first point of contact for HR customer inquiries via various intake channels such as phone and chat
Utilize knowledge management and case management systems to address, track and resolve HR customer inquiries within Service Level Agreements
Escalate unresolved HR customer inquiries, retiree inquiries and requests
Process data changes in HR systems
Process org management transactions
Complete administrative activities related to talent acquisition (e.g., pre-hire due diligence)
Administer and process new hire information
Support learning administration including managing tracking of manual enrollments and pre-booking requests, managing mass enrollments (e.g. for mandatory trainings) in conjunction with appropriate parties, and managing learner cancellations (including approval of cancellation requests, notifying appropriate parties and managers of capacity and waitlist for training courses that may have restrictions)
Audit system/data
Conduct research related to specific inquiries
Process forms and payments
Execute compliance-related activities
Understand available standard reports to support customers

**Desired behaviors and attributes**:
Strong oral communication, listening, and customer service skills
Exceptional emotional intelligence and empathy
Able to work in teams effectively
Resourcefulness and ability to find answers quickly
Thorough with responses to inquiries and issues
Adaptable to different customer types and situations
Technologically savvy to improve and automate activities
Knowledge of the full HR operations solution and intersection points
Ability to multi-task and manage different issues at once by providing support over multiple, ongoing chats

**Knowledge, Skills, and Requirements**:
University Degree or equivalent experience in a related field
1-2 years service experience with direct customer interaction
Overall familiarity with HR policies and practices
Proven time management skills, and a strong sense of urgency
Ability to quickly comprehend requirements and carry out transactions in accordance with set standards
Ability to establish effective professional working relationships
Problem-solving skills and a customer service orientation
Able to run reports and interpret data to conduct analysis
Consistent exercise of judgment and escalation as necessary to resolve problems
Strong work ethic, integrity and personal accountability
Strong communication and interpersonal skills and a collaborative team spirit
Proficient use of applicable technology and MS Office
Demonstrated ability to communicate verbally and in writing
**Multi-lingual fluency**: English (required) plus one or more of the following: Spanish, Portuguese
Limited travel
May require non-standard work hours

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

**Relocation Available**: No

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