Senior Specialist, Employee Services (Temporary) (Lomas de Chapultepec)

We are searching for an Senior Specialist Employee Services to join the General Business Services (GBS) People & Culture (P&C) team. In this role, the Senior Specialist provides efficient and highly informative first point-of-contact service to all employees, their managers and business partners.

Focused on a seamless customer experience and great customer care, the Senior Specialist uses information from multiple systems and resources to respond to inquiries; provides navigational support to employees on self-service/HR tools such as Workday and ServiceNow and routing/escalating inquiries for advanced support. Using the case management system, the Senior Specialist accurately processes, records, closes or escalates transactions in accordance with established service level agreements. This role collects required information or back-up documentation from employees or external customers. This includes tactfully asking customers probing...