KEY RESPONSIBILITIES:

•   Managing the transactions required to complete the hire process of LATAM TE employees.

•   Receives queries via telephone and case management ticketing system.

•   Conducts necessary classification, manages inquiries in case management system, documents and maintains accurate records and transfers inquiries to other parties within HR Services or outside of HR Services (HRBP/HRSP, COEs) as required.

•   Maintains and ensures all tickets, workflows and queries are addressed based on customer service level agreement (SLA)

•   Identifies and escalates priority issues and routes to appropriate team for quick resolution.

•   Diagnoses problems and coordinate resolution across stakeholders, including HRBP/HRSP, COEs and others.

•   Provides solutions to inquiries that are often non-standard/non-routine and require some clarification and deep thinking.

•   Identifies and implements continuous process improvements to enhance service delivery.

•   Utilizes the knowledge base to assist with transactions and customer inquiry resolution.

•   Works with Content Management team to develop and update desktop procedures, scripts, FAQs, job aids to ensure a consistent experience for customers.

•   Adheres to HR Services metrics as determined by HR Services Leadership.

•   Ensures all activities are carried out as per the standard operating procedures (SOPs) of HR Services.  

REQUIRED EXPERIENCE

Bachelor's degree preferred (or equivalent).

Fluent level of English (Excellent oral and written communication skills).

Ability to communicate effectively to a variety of audiences.

Please submit your resume in English