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Location: Guadalajara SSC, MexicoReports to Manager, HR Employee ServicesThe Customer Service Rep./Functional Specialist will be responsible of providing customer service (to internal employees 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- Administer and process new hire information- Audit system/data- Conduct research related to specific inquiries- Execute compliance-related activities- Understand available standard reports to support customersKnowledge, Skills, and Requirements:- University Degree or equivalent experience in a related field- 1-2 years customer service experience, ideally in a service center- Advanced English level (written and verbal) is a must- Portuguese is a huge plus- Overall familiarity with HR policies and practices is a plus- 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- Ideal to have ability 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 OfficeRelocation Available:Yes, Within Country
