.Employee Inquiry Jr.
Specialist NMEXApply locations: México City, Ciudad de Mexico - MexicoTime type: Full timePosted on: Posted 7 Days AgoJob requisition id: R00174178Job Description SummaryFirst point of contact (Tier 1) for inbound Human Resources and Benefits questions and processing requests for employees located in US, Canada and Mexico.
Trained in a broad range of HR subjects and able to answer usually 3/4 of the inbound requests without the need for further research, escalation, or triage.
Partners with other internal and cross-functional teams on other 1/4 of cases where additional information is needed.
Assists with case management triage, projects, and process improvement.Job functionsHandle inbound calls from the Company's multi-state employees covering a broad range of reasons, questions and issues for initial contact – possess first level knowledge and when to escalate.Educate callers on policies, programs, and processes related to questions/issues.Utilize applicable systems tools (e.G.
3CLogic, GrupoOno, Knowledge base, PeopleSoft) tools and resources to access specific HR-related information to provide detailed explanations.Provide guidance to employees on how to access information directly through employee self-service tools and engage website.Explain plan provisions and eligibility to a pre-defined depth.Possess ability to sufficiently resolve first-level contacts to meet Nissan employee's needs.Open appropriate cases as necessary to escalate requests requiring in-depth analysis or expertise of Tier 2.Assist with reporting, data reviews and other internal and/or cross-functional projects.
Up to 50% project work.
Internal and/or cross-functional project lead.Make suggestions on and assist with deploying process improvement opportunities.Review employee/participants and company plan related materials to stay current with company related benefit, HR and other related programs and topics.Assist with peer training and act as a technical or subject matter lead for HRSC employees and callers.Deliver on Case Management Deliverables through appropriate triage of inbound case load.Minimum Job QualificationJob Knowledge and Skill:Experience: 1-2 years combined customer service (preferably in a call center environment) and/or HR experience.Education: 4 years of college or equivalent, (Human Resources, Business, or related field) preferred.Advanced English Level.Ability to handle confidential and sensitive information with tact and discretion.Strong customer service orientation.Ability to diffuse distraught callers, help identify, articulate, and appropriately escalate issues.Display sound judgment, empathy, understanding and patience.Ability to absorb and interpret complex information.Prior experience working HRIS system or call center.Organized, dependable, flexible, and motivated.Computer Skills: Thorough knowledge of information and web-based systems from a functional perspective