Global HR Shared Services — Customer Support Specialist

Nabla; Bogotá; Presencial; COP 24.000.000 - 42.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible working environment

Volunteer time off

LinkedIn Learning

Employee-Assistance-Program (EAP)

Descripción de la vacante

NIQ is seeking an HR Shared Services Customer Service Specialist to support over 40,000 employees globally. You will be the first point of contact for HR inquiries, log cases, and drive timely resolutions using ticketing tools within the HR SSC.

You will triage, troubleshoot and escalate as needed, while handling confidential employee data and supporting multiple time zones with flexible shifts.

Formación

• Bachelor’s degree in HR, Business Administration, or related field preferred.
• 1-3 years experience in HR Shared Services or similar role in global org.
• Strong customer service, problem-solving, and communication skills.

Responsabilidades

• Handles all incoming queries into the HR Shared Services Center and utilizes internal tools to assist customers with inquiries or issues.
• Creates cases for all incoming inquiries to the HR Shared Services Center and strives to assist the customer with a first contact resolution.
• Should have knowledge of working on a ticketing tool and have experience of working in a Shared Services environment.
• Follows case management guidelines around customer notification, resolution and documentation.
• Escalates time sensitive and/or high impact inquiries to a Senior Specialist, supervisor or manager.
• Responds, resolves and/or distributes customer inquiries to the appropriate team or team member for resolution.
• Responsible for responding and resolving general HR, payroll, benefit and leave inquiries.
• Follows up on outstanding issues to ensure resolution, keeps customers informed on the status of research and closes support case when complete (if applicable).
• Provides online navigation assistance for customers and utilizes the screen sharing to effectively identify and resolve the problem.
• Responsible for securing, safeguarding and keeping confidential employee information as an HR professional and all other company data privacy requirements.
• Position supports multiple time zones. Must adhere to scheduled on queue time during shift and remain flexible to support unanticipated events that drive volume. Flexibility is required to support peak volume events throughout the year.

Conocimientos

Customer service

Problem solving

Communication

Organizational skills

Teamwork

Educación

Bachelor’s degree in HR, Business Administration, or related field

Herramientas

Workday

Descripción del empleo

NIQ is seeking an HR Shared Services Customer Service Specialist to support over 40,000 employees globally. You will be the first point of contact for HR inquiries, log cases, and drive timely resolutions using ticketing tools within the HR SSC.

You will triage, troubleshoot and escalate as needed, while handling confidential employee data and supporting multiple time zones with flexible shifts.