HR Contact Center Pro — Hybrid, Growth Ready

Kohler Co.; Ciudad Juárez; Hybrid; MXN 210,000 - 270,000; Full time

Job summary

Kohler Co. in Juárez, Mexico, is seeking an HR Contact Center Associate to provide Tier 1 Hire-to-Retire support across multi-channel requests using ServiceNow and myHR. The role emphasizes accurate case documentation, data privacy, and a customer-focused approach within a hybrid work setup.

The ideal candidate will have 2–4 years in a contact center or HR Shared Services environment, with proficiency in handling inquiries and maintaining SLA-driven performance. Fluency in English is required.

Qualifications

• Graduate or Bachelor’s degree in HR, Business Administration, Business Operations, or related field preferred.
• 2–4 years of contact center/HR Shared Services or customer service experience preferred.
• Experience with high-volume employee or customer interactions via phone, chat, email, or ticketing.

Responsibilities

• Provide Tier 1 Hire-to-Retire support via ServiceNow/myHR, phone, email, chat, and digital channels.
• Document cases accurately, route appropriately, and maintain data privacy.
• Manage multi-channel queues, meet service level expectations, and escalate when needed.
• Document, categorize, route, and close cases effectively.
• Demonstrate confidentiality and proper information sharing according to policy.

Skills

Customer Service

HR Process Awareness

Contact Center Operations

Case Management

Triage & Escalation

Confidentiality

Education

Bachelor's degree in HR/Business

Tools

Avaya

ServiceNow

Workday

myHR

Job description

Kohler Co. in Juárez, Mexico, is seeking an HR Contact Center Associate to provide Tier 1 Hire-to-Retire support across multi-channel requests using ServiceNow and myHR. The role emphasizes accurate case documentation, data privacy, and a customer-focused approach within a hybrid work setup.

The ideal candidate will have 2–4 years in a contact center or HR Shared Services environment, with proficiency in handling inquiries and maintaining SLA-driven performance. Fluency in English is required.