Only CVs in English will be reviewed.

The HR Customer Support Specialist serves as the first point of contact (Tier 1) for inbound Human Resources and Benefits inquiries from employees based in the US, Canada, and Mexico. The role involves answering a variety of HR-related questions and processing requests efficiently, with the ability to resolve 75% of cases independently. For the remaining 25%, the specialist collaborates with cross-functional teams to resolve more complex cases. The role also includes case management triage, project assistance, and process improvement initiatives.

Job Functions:

• Handle inbound calls from multi-state employees regarding a broad range of HR and Benefits-related inquiries.
• Provide initial contact resolution, applying first-level knowledge and knowing when to escalate issues appropriately.
• Educate employees on policies, programs, and procedures to resolve questions/issues efficiently.
• Utilize systems tools (e.g., 3CLogic, GrupoOno, Knowledge Base, PeopleSoft) to access HR information and provide accurate explanations.
• Direct employees to self-service tools and resources for additional information when appropriate.
• Explain plan provisions, eligibility, and HR processes to a predefined level of detail.
• Resolve initial inquiries with sufficient knowledge, ensuring employee satisfaction.
• Open cases as necessary for Tier 2 escalation, requiring deeper analysis or subject matter expertise.
• Assist with reporting, data reviews, and participate in cross-functional or internal projects (up to 50% of time).
• Contribute to process improvement opportunities and assist in their deployment.
• Review HR and Benefits program materials to stay current on company policies and employee benefits offerings.
• Mentor and train peers, acting as a subject matter expert for HR Service Center (HRSC) employees and callers.
• Ensure proper case management by effectively triaging inbound inquiries.

Minimum Job Qualifications:

• Experience: 1-2 years of combined customer service experience (preferably in a call center) and/or HR experience.
• Education: Bachelor's degree in Human Resources, Business, or a related field is preferred.
• Language: Advanced proficiency in English.
• Call Center Environment: Ability to perform repetitive tasks and hand/arm motions up to 70% of the time.
• Technical Skills: Must be proficient in Microsoft Office (Excel, Word, Access) and HRIS tools.

Competencies:

• Confidentiality: Ability to handle sensitive information with tact and discretion.
• Customer Service Skills: Strong orientation to customer service, with the ability to manage distressed callers and identify, articulate, and escalate issues appropriately.
• Problem-Solving: Ability to absorb and interpret complex information, demonstrating sound judgment, empathy, and patience.
• Organization: Organized, dependable, flexible, and motivated to contribute to team goals.

Only CVs in English will be reviewed.

By applying for the advertised position, candidates acknowledge that Nissan Mexicana and its subsidiaries reserve the right to conduct a public conduct search due to the sensitive nature of the assets and information involved in the role. This includes, but is not limited to, proprietary information, financial data, and other assets requiring safeguarding. Nissan Mexicana and its subsidiaries assure confidentiality and compliance with all legal requirements regarding the use of such information. By applying for this position, you are consenting to this check.

Nissan (NMEX, NRFS, NRFM y ANZEN) realiza contrataciones con base al cumplimiento del perfil de puesto en la vacante, sin distinción, ni discriminación por género, identidad y/o expresión de género, orientación sexual, raza, color, idioma, religión, opinión política o de cualquier otra índole, origen nacional o social, posición económica, nacimiento o cualquier otra condición.

Nissan (NMEX, NRFS, NRFM and ANZEN) hires based on the fulfillment of the job profile in the vacancy, without distinction or discrimination based on gender, gender identity and/or expression, sexual orientation, race, color, language, religion, political or any other opinion, national or social origin, economic position, birth or any other condition.