Location
: Juarez, Reciente León, Posición hibrida
Opportunity
First point of contact for associates and managers seeking Hire-to-Retire support. The role provides accurate, timely, and professional Tier 1 support through ServiceNow/myHR, phone, email, chat, and approved digital channels.
The associate resolves standard inquiries using approved knowledge articles, SOPs, FAQs, and job aids, while ensuring accurate case documentation, appropriate routing, data privacy, and a positive associate experience.
Key Responsibilities
Customer Service: Empathy, patience, active listening, call handling, de-escalation, ownership, and professional communication.
HR Process Awareness: Basic understanding of H2R processes, policies, and HR Shared Services ways of working.
Contact Center Operations: Experience with queue management, multi-channel support, call documentation, call control, and service level expectations.
Case Management: Ability to document, categorize, route, and close cases accurately.
Triage & Escalation: Sound judgment to resolve, redirect, route,
or escalate based on defined rules.
Confidentiality: Strong data privacy, authentication, and information-sharing discipline.
Qualifications And Experience
Education
Graduate/Bachelor's degree in Human Resources, Business Administration, Business Operations, or a related field preferred.
Experience
2-4 years of experience in a contact center, HR Shared Services, employee support, customer service, or service desk environment preferred.
Prior experience handling high-volume employee or customer interactions through phone, chat, email, or ticketing channels preferred.
Ability to manage call flow, active listening, probing questions, de-escalation, and clear closure of associate inquiries.
Experience working with Avaya/other telephony tool, ServiceNow, Workday, myHR, Service Now (SNOW) or another HR case management / ticketing platform preferred.
Experience operating in an SLA-driven environment with quality, d
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