[YQ959] Contact Analyst- Americas

[YQ959] Contact Analyst- Americas

27 dic
Iff Family Of Companies
Tlalnepantla de Baz

27 dic

Iff Family Of Companies

Tlalnepantla de Baz

International Flavors & Fragrances (IFF), a global leader in the design and development of taste and scent experiences enjoyed in thousands of products sold around the world.

This is a great opportunity to develop HR experience and expertise to launch your HR career. Be a part of a global HR community transforming how HR delivers service to its customer base.

You will be the first point of contact for employees and managers working in multiple countries across the region and the voice of IFF’s HR department and assist with a variety of questions across all areas of HR, including policies, benefits, pay, recruitment, and more.

Job Description


Our HR Service Center provide HR operational support to employees and managers working in multiple countries across the region.

Focus area on customer support services, core HR operations (Benefits, data administration, onboarding, performance management and more.

You will be the voice of IFF’s HR department and assist with a variety of questions across all areas of HR.

The HR Contact Analyst is an important member of our HR organization and plays a key role to deliver HR quality and participate on our HR transformation, responsible for delivering high quality execution of our HR Programs.

You will assist internal customers, with accurate and timely processing of information for all stakeholders.

Key duties and responsibilities

- Customer-oriented culture within the HR operations team and continuously focus on resolve customer needs as the first point of contact to employees and managers.

- Receive inbound queries from multiple channels (phone, email, chat) from IFF employees.

- Processing HR requests related to multiple services, identifying improvements, opportunities and taking charge of process improvement projects.

- Leverage knowledge base to provide consistent customer service and solutions to customer inquiries.

- Educate employees and managers on HR resources available to them and encourage the use self-service tools.

- Guarantee HR integrity of data and process deliverables, through accurate management of employee information.

- Relay opportunities for improvement of daily processes and assisting in the implementation of these initiatives.

- Support peers with problem resolution and effective use of knowledge tools.

Job Requirements

Education & Experience :

- At least one year of experience in an HR Shared Services or HR operations.

- Excellent customer service skills and desire to resolve issues.

- Fluent English with strong verbal and written communication skills

- An understanding of human resources policies, procedures, and benefits

- Ability to prioritize effectively and balance multiple tasks, and make decisions that impact customer service satisfaction, sense of urgency.

- Microsoft Office Tools (Excel, PowerPoint, Word), typing proficiency is required and experience with a case management system and HCM system is preferred.

- Excellent written and verbal communication skills.

- Fluent in Spanish, Portuguese and English.

- Experience in communicating through various intake channels.

- Experience understanding and meeting Key Performance Indicators.

- Bachelor’s Degree in HR or related field preferred

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