Role purpose

Processing HR orders, including the final clarification of customer requests within HR processes. When required, the role also provides general guidance to customers regarding individual personnel measures, HR data maintenance, quality assurance, HR processes and regulations.

Main responsibilities

• Promptly and accurately handles HR orders within standard processes, in accordance with internal guidelines and defined timelines. 
• Documents and processes requests in the HR management systems used, such as PEGA, SAP HR and other relevant tools. 
• Clarifies customer inquiries within the assigned subject area, using system support and communicating through standardized and approved channels. 
• Ensures that all assigned orders are completed on time for upcoming payroll runs. 
• Supports data quality checks to help ensure payroll stability. 
• Prepares and maintains standard contracts and other HR-related documents in accordance with system requirements. 
• Provides clear, professional and empathetic communication, aligned with service standards. 
• Handles service quality complaints, tracks issues and escalates them according to defined escalation paths. 
• Identifies process deviations or difficulties and escalates them to senior specialists. 
• Follows existing work instructions and reports improvement suggestions to senior specialists. 
• Cooperates closely with other HR teams and relevant interfaces. 
• Reports IT incidents and supports incident documentation according to defined procedures. 
• Assists other teams based on operational needs. 

Requirements

• Bachelor’s degree completed or in progress. 
• HR-related background is considered an advantage. 
• Familiarity with HR information systems, such as SAP HR or ticketing tools, is a plus. 
• Good working knowledge of MS Office applications. 
• English: fluent, spoken and written. 
• Spanish: fluent, spoken and written. 
• Strong customer service orientation and good interpersonal skills. 
• Experience in customer interaction, by phone, in writing or face-to-face, is a plus. 
• Active listening skills and the ability to communicate clearly and professionally. 
• High attention to detail and commitment to data accuracy. 
• Ability to work mostly independently within defined processes. 
• Team player with a proactive mindset and willingness to learn. 
• Empathy and professionalism in all customer interactions.