Human Resources Services Representative
Estée Lauder Companies
Panamá, Panama
hace 2 días


This position is the first point of contact and is responsible for the resolution of employee and manager inquiries and requests that are escalated via phone, email, chat, the HR portal, or other access channels.

This person must provide exceptional customer service to OneSource HR customers. Leveraging tools such as case management and knowledge documents to respond to and track employee and manager inquiries, working to agreed SLAs which provide data and information as to the effectiveness of the services provided.

Accountabilities :

Acts as the first point of contact responsible for the accurate resolution of employee and manager inquiries and requests that are escalated via phone, email, chat, the HR portal, or other access channels.

Helps customers navigate through Tier 0 (self -service) materials and functionality.

Seeks rapid and efficient resolution of 'How To' questions using scripts, FAQ's, and desk top procedures without deviation, promptly resolving upon first call / contact.

Accurate management of cases within the case management tool

Understands scope of services and escalates items to others as defined. Investigates requests which cannot be resolved by analyzing the nature of the request and routing to appropriate internal or external group for support.

Abides by documented Quality guidelines when handling customer calls.

Uses professional and customer-focused approach to handle customer inquiries. Ensures client privacy where appropriate, including confidentiality and protection of sensitive client reports or information.

Ensures quality customer experience by communicating empathy to de-escalate difficult situations.

Demonstrates excellent written communication skills including proper grammar and correct sentence structure to document cases in the case management system and communicate with customers and employees.

Uses excellent verbal communication including proper grammar, tone, and a clear speaking voice to ensure solid communication with the customer via phone.


Advanced command of English and at least one written and verbal local language

Excellent customer service focus and manner

Excellent verbal and written communication skills

Ability to work well in a team environment, seeking the ideas of others and valuing differing perspectives

Ability to solve problems in a timely manner and take initiative to make processes and programs better

Ability to learn new systems

Previous customer service experience preferred

Experience in Excel and Word and strong working knowledge of Oracle HRIS system preferred.

Excellent organizational skills

Ability to handle multiple requests in a timely manner

General analytical and problem solving skills

Strong interpersonal and listening skills

Ability to deal with ambiguity

Ability to handle confidential information

Ability to identify when data-related issues need to be escalated

Ability to work with diverse people

Ability to maintain objectivity under pressure

Language skills preferred (e.g. English, Spanish, Portuguese, French)

Shift : 1st (Day) Shift

Travel : No

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