HR Shared Service Customer Service Specialist

NielsenIQ; Bogotá; Presencial; COP 46.872.000 - 73.656.000; 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

NielsenIQ is seeking an HR Shared Service Customer Service Specialist to join the HR Employee Service Center, supporting over 40,000 NIQ employees worldwide. You will handle inquiries across channels, log cases, and ensure timely, accurate resolutions while triaging and escalating when needed.

In this role you’ll provide guidance on HR, payroll, benefits and leave inquiries, maintain case status and keep customers informed.

Formación

• Bachelor’s degree preferred in HR, Business Administration, or related field.
• 1-3 years in HR Shared Services, customer service, or a similar role within a global organization.
• Strong customer service skills with the ability to resolve inquiries and complaints.
• Strong problem-solving and communication skills for effective stakeholder engagement.
• Proficiency in HR systems and adapting to new technologies.

Responsabilidades

• Handle all incoming queries into the HR Shared Services Center and use internal tools to assist customers.
• Create cases for incoming inquiries and strive for first-contact resolution.
• Knowledge of ticketing tools and experience in Shared Services environment.
• Follow case management guidelines for notification, resolution and documentation.
• Escalate time-sensitive inquiries to a Senior Specialist, supervisor or manager.
• Respond and distribute inquiries to appropriate team or member for resolution.
• Address general HR, payroll, benefits and leave inquiries.
• Follow up on issues, inform customers of progress, and close cases when complete.
• Provide online navigation assistance and screen-sharing to resolve problems.
• Protect confidential employee information per data privacy requirements.

Conocimientos

Customer service skills

Problem-Solving

Communication

Organizational skills

Workday proficiency

Ticketing system

Multichannel support

Teamwork

Educación

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

Herramientas

Workday

Ticketing tool

Descripción del empleo

The HR Shared Service Customer Service Specialist works in the HR Employee Service Center (HR SSC) as part of a dedicated team of HR professionals, serving over 40,000 NIQ employees across the globe. The HR Shared Service Customer Service Specialists responsible for providing exceptional customer service via multiple communication channels. The incumbent ensures that all inquiries are timely addressed, logged in ticketing system and assists in providing timely and accurate resolution to the customer. They assist in triaging, troubleshooting and resolving issues or elevating and assigning case to the appropriate team or team member to ensure that customers receive assistance in a timely manner. The HR Shared Service Customer Service Specialists the first point of contact for customer inquiries regarding HR-related questions while demonstrating a high-level of support and customer service.

Key Responsibilities

• 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

Job Description

The HR Shared Service Customer Service Specialist works in the HR Employee Service Center (HR SSC) as part of a dedicated team of HR professionals, serving over 40,000 NIQ employees across the globe. The HR Shared Service Customer Service Specialists responsible for providing exceptional customer service via multiple communication channels. The incumbent ensures that all inquiries are timely addressed, logged in ticketing system and assists in providing timely and accurate resolution to the customer. They assist in triaging, troubleshooting and resolving issues or elevating and assigning case to the appropriate team or team member to ensure that customers receive assistance in a timely manner. The HR Shared Service Customer Service Specialists the first point of contact for customer inquiries regarding HR-related questions while demonstrating a high-level of support and customer service.

About This Job

The HR Shared Service Customer Service Specialist works in the HR Employee Service Center (HR SSC) as part of a dedicated team of HR professionals, serving over 40,000 NIQ employees across the globe. The HR Shared Service Customer Service Specialists responsible for providing exceptional customer service via multiple communication channels. The incumbent ensures that all inquiries are timely addressed, logged in ticketing system and assists in providing timely and accurate resolution to the customer. They assist in triaging, troubleshooting and resolving issues or elevating and assigning case to the appropriate team or team member to ensure that customers receive assistance in a timely manner. The HR Shared Service Customer Service Specialists the first point of contact for customer inquiries regarding HR-related questions while demonstrating a high-level of support and customer service.

Key Responsibilities

• 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 resolutionResponsible 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

Qualifications

• Bachelor’s degree in HR, Business Administration, or related field is preferred
• 1-3 years of experience in HR Shared Services, customer service, or a similar support role within a global organization
• Customer Service Skills: Exceptional customer service skills, with the ability to effectively resolve user and customer inquiries and complaints
• Problem-Solving: Strong problem-solving skills, with a knack for identifying and resolving issues efficiently and effectively
• Communication: Excellent verbal and written communication skills, capable of conveying information clearly and concisely to stakeholders at all levels
• Organizational Skills: High level of organizational skills, with the ability to manage multiple inquiries and tasks simultaneously while maintaining attention to detail
• Technical Proficiency: Proficiency in using Workday and other HR systems, with a strong aptitude for learning new technologies
• Teamwork: Ability to work collaboratively in a team environment, contributing to a positive work atmosphere

Additional Information

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://nielseniq.com/global/en/info/niqs-ai-safety-policies/

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the‑art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

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Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion