HR Customer Service Specialist

hace 4 días

San Francisco, Heredia, Costa Rica Auxis A tiempo completo

Job Summary

The HR Help Desk Analyst will provide professional customer service support, both individually and as part of a project team, with a focus on assisting BAT employees with their HR inquiries and needs offering high levels of customer satisfaction and efficiency.

The role involves working as a support for the HR Help Desk Team Lead as a customer interface for trouble calls; providing support, direction and HR inquiries resolution based on the assigned tasks and the team responsibilities. The analyst will also work on continuous improvement and recommend process improvements to help account success.

Responsibilities:

  • Handles inbound calls and tickets to/from users.
  • Works with Support Areas to resolve user inquiries.
  • Is assigned to a weekly task but may need to support other responsibilities as needed.
  • Supports with continuous improvement.
  • Supports and helps with process documentation.
  • Complies with the assigned schedule to cover the hours of operation.
  • Complies with account KPIs with an average of 95% or above.

Requirements:

  • Proficient in English-Spanish-Portuguese Language (Oral and writing 90% or higher) (C1 level in English).
  • Adjusts its schedule based on the account needs.
  • Has a High School Diploma.
  • Has advanced technical studies in Business Administration, Human Resources, Social Sciences or related fields.
  • Is proficient in Excel.
  • Has knowledge in SAP, Cherwell and/or Success Factor (is a plus).
  • Has strong experience in Customer Service.
  • Has at least 1 year of experience in Back Office and/or HR.
  • Has a genuine interest in working with and helping customers.
  • Is competent with communication tools, such as Lotus Notes, Skype, Cisco.
  • Has high critical thinking: using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems, as well as the decomposition of high-level information into details.
  • Has excellent interpersonal relationships and a positive attitude when working effectively with team members and collaborating with other teams.
  • Is able to deal with highly personal and confidential information.
  • Has strong written and oral communication skills, as appropriate to the needs of the audience.
  • Has excellent customer service and is able to be a business partner with customers.
  • Is self-managed in terms of time in support of business needs.
  • Is able to work well under pressure.
  • Is able to adhere to all organizational policies and procedures.
  • Is willing to embrace challenge and complexity in a fast-paced environment.
  • Has active and strategic learning: understand the implications of new information for solving current and future problems and decision-making, as well as the selection and use of appropriate training/instruction methods and procedures for the situation when learning or teaching new things.

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