People First Consultant

hace 3 días

Naucalpan, México Ford Motor Company A tiempo completo

**Nature of Work**
- Accurately completes transactions utilizing HR Shared Services procedures, policy manuals, knowledge management system and other reference materials
- Strives to exceed HR Contact Center Key Performance Indicators (KPIs)
- Escalates team member inquiries in a timely manner when additional research or analysis is necessary
- Following even complex processes and paying attention to details to ensure data quality in HR systems and to give an excellent experience to our Customer, support internal issues by the consultant and following the resolutions with IT Global teams.
- Raising an IT connect tickets if he/she needs help from HR Business Partners or the main Stakeholders to guarantee the best service to our Customer and align to HR Policies
- Being proactive in handling risks or process gaps that you face and raising a hand with the responsible teams to find a solution together
- Maintain key relationships with strategic stake holders (in HR and others skill teams)
- Meet and strive to exceed Key Performance Indicators (KPIs) including but not limited to overall customer satisfaction resolution and proper case documentation

**Responsibilities**
- Customer service decisions under official processes
- Differentiated customer service decisions on the fly
- Agreeing on follow through cadence if required with customer
- Attend problem and Incident Management of interfaces issues
- Must ensure superior customer experience at all times
- Handle customer inquires and transactions from multiple countries and understand country-specific policies and programs

**Qualifications**
- Being curious about HR processes and -focused operations
- Key abilities
- Paying attention to details related to questions and data accuracy
- Communicate effective through written and oral communication
- Understand and respect the concerns, interests, and opinions of others
- Ability to work as a team
- Multi-tasking in a fast paced environment
- Identify issues, perform analysis and solve problems based on data or available information
- Ability to consistently deliver high quality customer service in a professional manner
- Demonstrated effectiveness when dealing with dissatisfied customers
- Key Characteristics:

- excellent communications skills
- attention to details
- dedicated to job
- self-driven & independent
- analytical, result-oriented structured way of working
- excellent interpersonal skills
- precise working method
- Bachelor’s Degree preferred in Human Resources, Business Administration, or other related fields
- Minimum 3+ years of customer service or HR experience & IT
- English written and verbal skills are required

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