People and Communications Services Agent

KONE Corporation; Ciudad de México; Sur place; MXN 240 000 - 300 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Flexible work schedule

Learning and growth opportunities

Comprehensive health and wellness plan

More benefits than required by law

Résumé du poste

KONE Corporation in Mexico City seeks an HR Service Center Representative to guide employees through HR transactions, answer questions, and ensure process compliance. You will resolve inquiries via phone or tickets and collaborate with HR teams to obtain needed information.

The role requires a customer service mindset and advanced English (C1) to support US employees and managers. We offer a competitive salary, flexible schedule, growth opportunities, and comprehensive health plans for the

Qualifications

• Bachelor's degree in Psychology, Business Administration or other relevant field.
• 2 years of experience in HR activities or In Customer Service.
• Advanced English skills (C1) are mandatory (they support U.S employees and managers)

Responsabilités

• Processes HR transactions via phone or tickets and provides user support for HR tools.
• Routes requests to other HR teams and follows up on completion to continue the process.
• Validates documentation before asking for clarification from the requester.
• Identifies the right HR contacts for additional help, review or approval steps.
• Communicates required process steps to HR teams and stakeholders.
• Maintains excellent customer service while educating users on self-service tools.
• Ensures every request is logged in the case management system to track volumes and SLAs.
• Keeps the knowledge base updated as requested by Process Specialist and HE Team.
• Adheres to guidelines to meet SLAs and quality targets.
• Supports process improvements and harmonization activities.

Connaissances

Customer service mindset

Advanced English (C1)

Formation

Bachelor's degree in Psychology, Business Administration or other relevant field

2 years of experience in HR activities or In Customer Service

Description du poste

Founded in 1910, our mission is to improve the flow of urban life and make our world’s cities better places to live. We are a global leader that provides elevators, escalators and automatic building doors, as well as solutions for maintenance and modernization that add value to buildings throughout their life cycle. Through our innovative solutions, we strive to make people's journeys safe, convenient and reliable. Our operations in over 60 countries around the world has helped us achieve our position as an innovation and sustainability leader with repeated recognitions by Forbes, Corporate Knights for clean capitalism and others. Are you ready to make your next career move to join our team as our HR Service Center Representative based in Mexico City?

Are you customer focused? Are you interested in learning about Human Resources? Would you like to practice English with other cultures? If you answered a resounding YES to these questions, then we have an amazing opportunity for you!

As our HR Service Center Representative you will be responsible for guiding our employees to execute their transactions related to operational processes within HR area as well as answering their doubts and questions. You will ensure process compliance and controls are applied to each transaction. The HR Service Center Representative analyzes transaction requests provided by the units and contacts the right stakeholders in the unit for additional information, documentation or approval required to complete transactions. Our HR Service Center Representative executes transactions that are part of KONE HR Operations processes. Ensures process compliance and controls are applied to each transaction. Analyses transaction requests provided by the units and contacts the right stakeholders in the unit for additional information, documentation or approval required to complete the transaction. Responsible for ensuring that each transaction is compliant and logged properly.

Responsibilities and key activities:

• Processes a transaction request, resolves a process related inquiry or provides user support for HR tools by giving phone support or solving tickets.
• Minimizes work for other tiers when routing requests throughout the process by: Sending a sub-request for other teams within HR Services and following-up on their completion to continue the process
• Validating all possible documentation before asking clarification from the requestor
• Identifying the right contact in the HR teams for additional help, review or approval steps per the existing guidelines
• Clearly communicating which process steps are required from the HR team side
• Provide excellent customer service support while educating customers regarding use of self service, and other tools.
• Secures that every request is being logged into a case management tool to track volumes, SLAs etc.
• Maintains knowledge base as requested by Process Specialist, HE Team
• Works per guidelines and instructions to meet set SLAs and quality targets
• Maintain reminders and notifications to the HR Team, Employees or Managers as specified in the working instructions
• Notifies Process Specialist, HR Services in case of process compliance or control issues or incomplete documentation.
• Respects controls, process compliance and segregation of duties at every step of the transaction processing.
• Executes quality checks at various stages of the process and keeps the quality statistics reporting up to date
• Reports time and other process performance data daily as required / Daily reconciliation and corrective actions if needed
• Support process improvements and harmonization activities
• Other projects/tasks as allocated by Process Manager/Team Leader.
• Supports local administration and maintains employee files and information.
• Participation in team meetings, process analysis and improvement actions

Minimum requirements:

• Bachelor's degree in Psychology, Business Administration or other relevant field.
• 2 years of experience in HR activities or In Customer Service
• Advanced English skills (C1) are mandatory (they support U.S employees and managers)
• Customer service mindset

Just some of our many benefits include:

• Competitive salary
• Flexible work schedule
• Opportunities to learn and grow
• Comprehensive health and wellness plans for the entire family
• More benefits than required by law

We have the courage to hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because we believe diversity drives innovation: We value your authentic self Diversity, equity and inclusion is embedded in our strategy and values Collaborative, creative and supportive work environment Passionate about safety, quality and innovation We care about the communities where we live and work Just some of our many benefits include: Competitive salary Flexible work schedule Opportunities to learn and grow Comprehensive health and wellness plans for the entire family More benefits than required by law At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

Read more on https://kone.com/global/en/careers.html At KONE, our purpose is to shape the future of cities. As a global leader in the elevator and escalator industry, we move two billion people every day, making their journeys safe, convenient, and reliable with smart and sustainable People Flow®. In 2025, KONE had annual sales of EUR 11.2 billion, and at the end of the year over 60,000 employees in close to 70 countries. KONE class B shares are listed in the Nasdaq Helsinki Ltd. in Finland.