Lm079:Employee Solutions Representative Senior

Fedex; Xico; Presencial; MXN 688.000 - 1.032.000; Jornada completa

Descripción de la vacante

FedEx is seeking a customer service professional to handle US employee inquiries and back-office tasks, including payroll, HR, and vendor payments. The role requires strong communication and data-entry skills in English and the local language.

Under supervision, you will resolve complex issues, mentor junior staff, and support process improvements in a fast-paced environment.

Formación

• High School diploma or equivalent; some bachelor’s degree preferred.
• Spoken and written fluency in local language as well as English per TOEIC exam (750 points).
• Four (4) year experience in customer service, back Office information systems support, payroll or human resources.

Responsabilidades

• Responds to US employee's inquiries.
• Resolves more complex cases and escalates cases to the appropriate business area for resolution.
• Acts as an escalation point for callers that need additional assistance.
• Enters employee data into various systems.
• Accurately document calls while speaking with employees.
• Mentors less experienced staff.
• Perform other duties as assigned

Conocimientos

Office software

Shift flexibility

Communication skills

Time management

Accounts Payable knowledge

Mentoring abilities

Educación

High School diploma or equivalent

Bachelor's degree preferred

Descripción del empleo

"Involves online and telephone contact with external/internal customers within functional area and completing any related administration."

Lead or senior levels of these positions may:

• Handle escalated or more complex issues,
• Coordinate team activities or those of agency contract staff,
• Support supervisor or manager activities,
• Support the design, review and implementation of processes and procedures.

Provides support services, including research for back office areas such as: payroll, human resources, expense reports, back office systems, and payments to vendors for employees. Communicates information that requires some explanation or interpretation. This is a US-focused position.

Under general supervision performs the following activities:

PRINCIPLE DUTIES AND RESPONSIBILITIES

• Responds to US employee's inquiries.
• Resolves more complex cases and escalates cases to the appropriate business area for resolution.
• Acts as an escalation point for callers that need additional assistance.
• Enters employee data into various systems.
• Accurately document calls while speaking with employees.
• Mentors less experienced staff.
• Perform other duties as assigned

Minimum Education

• High School diploma or equivalent education. Some bachelor’s degree preferred
• Related experience may offset degree requirements and related education/degree may offset experience requirements.
• Spoken and written fluency in local language as well as English as determined by the results of TOEIC exam (750 points).

Minimum Experience

Four (4) year experience in customer service, back Office information systems support, payroll or human resources.

Knowledge, Skills and Abilities

• Excellent automated office systems, including word processing, spreadsheet and database programs.
• Ability to work variable shifts
• Strong verbal and written communication skills necessary to explain complex and/or confidential information.
• Time management, organizational and multi-tasking skills necessary to work in a fast-paced environment, handling various tasks and changing priorities, while maintaining a high attention to detail and accuracy to achieve daily assignments and goals.
• Knowledge of concepts, practices, policies and procedures related to Accounts Payable and Accounting.
• Ability to mentor, coach and act as a knowledge resource to other employees.