Job at a glance
Location: Juarez, Nuevo 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.