Job Title: Bilingual Customer Service Representative
Location: San Antonio, TX (On-site)
Duration: 12+ Months
Responsibilities – All are only accomplished in Spanish
- Respond to employee queries - Tier 1 and Tier 2
- Resolving Tier 1 inquiries (email, phone, voicemail, chat, ServiceNow or other client systems used for case management)
- Triage and manage Tier 1 and Tier 2 cases accordingly
- Manage outbound communications with respect to associate queries
- Create and assign cases to Tier 2/ Tier 3 as required
- Resolve and research associate queries as required, inc. Annual Processes (i.e., annual compensation, open enrolment, etc.)
- Prioritize and manage concierge service requests
- Manage associate's documentation (store / retrieve / create) while maintaining quality control standards and confidentiality regarding sensitive documents
- Administration of inbound mail received for the shared services
- Follow quality requirements and act in compliance to local laws & regulations.
- Assist in leading improvements and providing trainings.
- Maintain process documentation and document templates
- Support content upload and updates on client portal (or its replacement), manage inquiries and access requests related to client portal (or its replacement).
- Review employee portal content – policy changes made by CoE, and Workday (or its replacement) guides to ensure updated and current content is reflected on employee portal
- Perform translation activities
- Hybrid Work Environment (3 days a week in the office) Future Work Environment could be 5 days a week in the office
- Support Payroll Audits, and Post Payroll administration, run Payroll Reports in English.
- Support Total Rewards in Spanish as required
- And all other duties as assigned
Minimum Qualifications
- Any graduate/postgraduate.
- Relevant experience in HRSS
- Excellent verbal, written, presentation and interpersonal skills in Spanish
Preferred Qualifications/ Skills