Human Resources Services Representative (Intake) (Panama City, Panama) Brand: Estée Lauder Companies
Description
Job Function:
This position is the first point of contact responsible for the resolution of employee and manager inquiries and requests that are escalated via phone, email, the HR portal, or other access channels. It provides exceptional customer service to Employee Services customers, inputs data and ensures data integrity. This includes the processing transactions for the employee lifecycle, input pay impact and sensitive data and maintain records in the Oracle database. Leveraging tools such as case management system to track to agreed SLAs for customer service to the business.
This position will work in the Intake team, under supervision of Customer Intake Manager.
Accountabilities:
Acts as the first point of contact responsible for the accurate resolution of employee and manager inquiries and requests that are escalated via phone, email, the HR portal, or other access channels.
Inputs data with speed and accuracy, whilst ensuring data integrity
Responsible for maintenance of accurate and updated employee files
Helps customers navigate through Tier 0 (self -service) materials and functionality.
Seeks rapid and efficient resolution of 'How To' questions using scripts, FAQ's, and desk top procedures without deviation, promptly resolving upon first call/contact.
Responsible for maintenance of accurate and updated employee files
Understands scope of services and escalates items to others as defined. Investigates requests, which cannot be resolved by analyzing the nature of the request and routing to appropriate internal or external group for support.
Logs all calls, emails, PUI entry, Workflow approvals and other inquiries on the case management system. Updates other systems as needed.
Abides by documented Quality guidelines when handling customer calls.
Uses professional and customer-focused approach to handle customer inquiries. Ensures client privacy where appropriate, including confidentiality and protection of sensitive client reports or information. Ensures quality customer experience by communicating empathy to de-escalate difficult situations.
Demonstrates excellent written communication skills including proper grammar and correct sentence structure to document cases in the case management system and communicate with customers and employees via email.
Uses excellent verbal communication including proper grammar, tone, and a clear speaking voice to ensure solid communication with the customer via phone.
Qualifications
Advanced command of English and at least one written and verbal local language
Excellent customer service focus and manner
Data entry skills including excellent data quality, demonstrating accuracy and attention to detail in work
Excellent verbal and written communication skills
Ability to work well in a team environment, seeking the ideas of others and valuing differing perspectives
Ability to solve problems in a timely manner and take initiative to make processes and programs better
Ability to learn new systems
Previous data entry or customer service experience preferred
Experience in Excel and Word and strong working knowledge of Oracle HRIS system preferred.
Excellent organizational skills
Ability to handle multiple requests in a timely manner
General analytical and problem solving skills
Strong interpersonal and listening skills
Ability to deal with ambiguity
Ability to handle confidential information
Ability to identify when data-related issues need to be escalated
Ability to work with diverse people
Ability to maintain objectivity under pressure
Language skills preferred (e.g. English, Spanish, Portuguese, French)
Job: Human Resources
Primary Location: Latin America-Panama
Job Type: Standard
Schedule: Full-time
Shift: 1st (Day) Shift
Travel: No
Job Number: 1919003
