Bilingual Employee Service Center Specialist – Mexico

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Compass Experience Labs

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

🍽️ Food & Beverage

📦 Logistics

Consulting • Food & Beverage • Logistics

Compass Experience Labs is a company specializing in enhancing customer experiences through tailored solutions that drive customer loyalty and business growth. They integrate seamlessly with existing business systems to optimize customer interactions, offering 24/7 customer support, loyalty optimization, and systems optimization. Compass also provides recruitment optimization services through their end-to-end Recruitment Process Outsourcing (RPO) solutions. The company is committed to helping businesses achieve sustainable growth by improving customer satisfaction rates and conversion rates. They work across various industries, including subscription box services, apparel, and food & beverage, to deliver customized customer care strategies.

📋 Description

• Engage with current and past employees through phone calls to consistently and accurately resolve Human Resource (HR) inquiries of low to moderate complexity. • Serve as the first point of contact for employment-related questions. • Assist employees with navigating to Employee or Manager Self-Service functions to initiate HR transactions. • Effectively communicate and educate callers regarding HR policies and procedures, including but not limited to payroll, compliance, onboarding, benefits, compensation, timekeeping, and other HR Services. • Listen effectively and collect relevant information to involve other specialists or appropriate staff when the issue is beyond your scope of expertise. • Navigate multiple web-based systems (being tech savvy is a must). • Ensure confidentiality, employee data security, and accurate data entry in all matters. • Meet all client and Compass expectations around productivity and performance. • Meet all schedule adherence and channel availability requirements (i.e. report to work on time, and be where you are supposed to be!). • Demonstrate strong written/typing and verbal communication skills - both written and spoken English and Spanish proficiency is a requirement and will be assessed during the screening process. • Build a strong understanding of common questions, procedures, and resolutions. • Work collaboratively with team members to offer encouragement, provide answers, and present customer insights and trends. • Perform other duties as assigned by Compass or the client.

🎯 Requirements

• High school diploma required, 2-4 year college degree is preferred • 1-3 years of contact center experience required customer-focused problem solving related to payroll, compliance, onboarding, benefits, job changes, and policy inquiries preferred. • Experience navigating multiple web-based systems at once, with accurate data entry. • Ability to learn and retain a wide range of information. • Remain engaged and responsive to all internal communications - with both the client and Compass. • Previous experience working remotely is preferred. • Self-reliant with an information seeker mindset. • Keen problem solver with the ability to think on your feet and use good judgment. • Encouraged to express your opinion professionally. • Work with humility. • Be open to continuous coaching to allow you to perform at a high level. • Cultivate team culture according to Compass values and promote a positive work environment.

🏖️ Benefits

• A fully remote work environment • Comprehensive training on our products and services. • Career development opportunities, including internal promotions. • A positive and growing work culture that values diversity and inclusivity.