HR Portugese Service Customer Analyst

Job Category :

Job Type : Contract
Job Location : Costa Rica
Job Title : HR Portugese Service Customer Analyst
Posted 1 week ago

The HR Portuguese Customer Service Analyst is a team member working to support all requests that come into Tier 1 from employees, managers and Local HR. He/she works closely with the HR Partners and other members of Local Tier 1 and beyond to provide the effortless customer experience we are aiming for.

    Job Requirements
    • Excellent and high level of expertise in standard MS Office software (word, excel, PowerPoint) is a must.
    • Advanced Portuguese proficiency, both oral and written is a must.
    • Advanced English proficiency, both oral and written is a must.
    • High level of integrity and ability to maintain confidentiality of information is a must.
    • Ability to deliver results individually as well as a part of team is expected.
    • Ability to work in a fast paced, rapidly changing environment is expected.
    • Knowledge and understanding of HR processes and procedures is expected.
    • Ability to understand root cause of issues and effectively problem solve is expected.
    • Ability to present information to customers clearly and concisely and respond to challenging problems is expected.
    • A deep knowledge of Workday and Global HR processes, and an understanding of the downstream impact of transactions: Hires, Terminations, One-time Payment, Brasil processes (Afastamentos, Cartao Farmacia, Providencia Privada), US processes (Personal information, Legal name, Change organization assignment).
    • Analytical skills and sound knowledge of reporting tools are expected.
    • Excellent time management, planning and organizational skills and ability to work to tight deadlines.
    • Familiarity with case management and the use of the intranet for information searching is preferred.
    • Experience in Customer Service is preferred.
    • Experience working with HR systems such as workday, service now, etc., is preferred.
    • Experience working with metrics, KPI’s, SLA’s, objectives, etc., is preferred.
      Job Description
      • Provide end to end customer support for employees and managers reaching out to HR Operations via phone, live chat, web submit or email.
      • Provide appropriate and accurate information to employees and managers regarding HR programs, services and policies.
      • Create case in case management system and act as the central contact for the employee or manager, ensuring they are kept up to date with regular updates and follow up for closure.
      • Obtain and evaluate information from callers, make recommendations and implement appropriate actions.
      • Proactively question employees to identify information to detect trends of common concern that need to be addressed company-wide.
      • Uses knowledge management tools effectively to ensure accuracy of information and stays abreast of changes in knowledge management content.
      • Assist employees with navigation of web tools, including self-service.
      • Respond and follow to conclusion on local-services queries.
      • Work closely with HR Partners to ensure all procedures are followed.
      • Independently conduct research on policies and queries and is able to interpret the company’s people policies.
      • Act as an internal subject matter expert on transactions/processes.
      • Identify process improvement opportunities within Tier 1 and HR and between the company and vendors.
      • Evaluate cases as received & uses judgment to ensure it is handled in the best way possible, while maintaining a focus on the customer experience.

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