Title Bilingual Customer Service Rep – Portuguese Speaker
Job Information

The HR Service Specialist provides first level service for internal associates and support for the administrative HR processes within the Service Center and broader Cross Divisional HR shared service. This includes providing process support to the business for self-service functionalities, any other HR systems and administration of a range of other HR related processes on behalf of Associates.

The Service Specialist supports the foundation for the North America HR function by providing transactional HR administration and services to the various businesses.

Major Accountabilities

Associate Satisfaction & Query Resolution

  • Is first point of contact for Associates, Managers and divisional HR seeking support on HR processes, policies, data & applications
  • Is responsible for the rapid and efficient resolution of standard / routine requests for support or information
  • Maintains superior customer service etiquette
  • Responds courteously to customer requests and escalates requests which cannot be resolved immediately to the appropriate experts.
  • Follows-up on cases, keeps the customer informed and feeds back resolution
  • Stays up-to date with changes in client organizations
  • Learns and demonstrates efficient and functional use of essential systems (voicemail, instant messenger, Outlook and intranet)
  • Learns and demonstrates ability to accurately fulfill requests in SAP by service level deadlines
  • Performs other duties as required

HR Administration & Data Management

  • Executes HR Processes and completes relevant administration and data maintenance as defined in process documentation including:
  • Personnel Administration (e.g. New Hire/On-boarding, Organizational Changes, Payments & Allowances and Terminations), Position Maintenance, Absence.
  • Completing key actions for terminated employees
  • Implement Data Changes, including providing support for Mass Data Changes
  • Update and maintain Organization structure.
  • Ensures all documentation generated or provided by other HR areas is stored appropriately to maintain compliance with relevant legislative requirements
  • Actively exchanges relevant information with client organizations, Legal and employees
  • Provides reports and documents to HR, Legal & Line customers
  • Provides support and feedback where necessary to other HR roles
  • Communicates openly and consistently with client organization, HR network as well as with internal service functions regarding HR processes.

General

  • Update work process tracking systems to ensure service SLA’s and quality measures are accurate.
  • Supports the business and associates in the self-service functionalities available in the portal
  • Monitors centralized service inbox or other team wide communication channels and ensures any associate or manager submitted items are addressed.

Background

Strong customer service & call center experience

Education:

  • High School Graduate, College Preferred

Languages:

  • Fluent English & Portuguese, a MUST
  • Experience in customer service oriented role

Minimum Requirements:

 Must be authorized to work in the US without sponsorship

  • Strong technical skills, customer relationship management experience
  • Excellent verbal and written communication skills

Preferred:

  • Four-year college or university degree
  • HR experience or practical experience with HR systems, ideally SAP HCM and/or Quest Ticketing Tool
  • Is familiar with the key HR processes in the areas of Organization Management Personnel Administration, Absence Management

 

 

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