HR Shared Services Representative, Associate
hace 3 semanas
Qualcomm is seeking an HR Shared Services Representative, Associate to join their HR Hub (Shared Service Center) in Mexico. This role is responsible for providing support to employees, managers, and other members of the HR Team regarding HR policies, benefits programs, processes, and basic Human Capital Tool Support.
Key Responsibilities
- Provide quality customer service in response to incoming inquiries through the call center, web portal chat, and web portal employee case submissions.
- Search the HR web portal and knowledge base system for relevant information to provide answers to incoming inquiries.
- Accurately document case notes following each phone call, chat, or online case.
- Use FAQs, scripts, and knowledge to assist employees with inquiries.
- Assist customers with any problems encountered while using HR self-service tools for employee transactions.
- Answer basic inquiries for industry-leading Human Capital Management Tools.
- Participate in continuous improvement initiatives.
Requirements
- 0-2 years customer service experience preferably in a call center environment, and/or a college degree with a preferred major in Human Resources, Communications, or Business.
- Fluent in English.
- Ability to greet callers warmly and ascertain problems or reasons for their outreach.
- Must have the ability to remain focused, professional, tactful, and discrete when handling sensitive and/or confidential information.
- Communicates effectively in both oral and written form.
- Exhibits patience and empathy.
- Ability to put oneself in a customer's shoes and advocate for them when necessary.
- Possesses strong problem-solving skills.
- Confident at troubleshooting.
- Actively looks for process improvements.
- Strong interpersonal and customer service skills.
- Ability to multi-task, prioritize, and manage time effectively.
- Ability to follow strict policy guidelines and recognize situations requiring escalation.
- Ability to work in a fast-paced environment.
- Possesses strong PC skills and has knowledge of general office tools such as Microsoft Office Suite products.
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