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Employee Inquiry Specialist

hace 2 meses

Xico, México Nissan A tiempo completo

Job Summary

Nissan is seeking a highly skilled and experienced Employee Inquiry Specialist to join our team. As an Employee Inquiry Specialist, you will be responsible for providing exceptional customer service to Nissan employees, handling inbound calls, and resolving employee inquiries in a timely and professional manner.

Key Responsibilities

  • Handle inbound calls from Nissan employees, responding to a broad range of questions and issues related to company policies, programs, and processes.
  • Provide guidance to employees on how to access information directly through employee self-service tools and knowledge base site.
  • Explain employee programs and plan eligibility to a pre-defined depth.
  • Assist with reporting, process review, data reviews, and other internal and/or cross-functional projects.
  • Make suggestions on and assist with deploying process improvement opportunities.
  • Utilize applicable systems and tools to access specific HR-related information and provide detailed explanations.
  • Open appropriate cases as necessary and escalate requests requiring in-depth analysis or expertise of Tier 2.
  • Review employee/participants and company plan related materials to stay current with company-related benefits, HR, and other related programs and topics.
  • Deliver on Case Management Deliverables and other KPIs through appropriate triage of inbound case load.

Requirements

  • Advanced English speaking and writing required.
  • Portuguese is a plus.
  • Ability to handle confidential and sensitive information with tact and discretion.
  • Ability to identify process improvements and escalate solutions.
  • Ability to absorb and interpret complex information.
  • Strong customer service orientation.
  • Ability to diffuse distraught callers, help identify, articulate, and appropriately escalate issues.
  • Display sound judgment, empathy, understanding, and patience.
  • Prior experience in an HR function or a call center or collections environment.
  • Organized, dependable, flexible, and motivated.

Education and Experience

  • 1-2 years combined customer service (preferably in a call center environment) and/or HR experience.
  • Licenciatura or 4 years of college or equivalent, (Human Resources, Business, or related field preferred).

Computer Skills

  • Thorough knowledge of information and web-based systems from a functional perspective.
  • Must be proficient in using Microsoft office products such as Excel, Word, and Access.

Nissan is an Equal Opportunity Employer

Nissan is committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates of all backgrounds and perspectives.