Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!What you will be doingRESPONSIBILITIES:Act as first point-of-contact for inquiries that come in through HR Shared Service's communication channels, such as service requests, chat, email, and telephone while utilizing the company's case management tools to identify and deliver solutions to our customers.Actively listen and ask questions to gain clarity and develop an in-depth understanding of the customer's needs, show compassion, and respond in a supportive manner to create a positive and empathetic environment. Record interactions with customers, communicate resolutions, and update the service request using appropriate channels through the case management tool.Maintain customer contact until request is resolved, including informing customer of status and resolution.Escalate complex inquiries as appropriate if additional expertise is required.Provide accurate, consistent, and timely responses by leveraging end-to-end process documentation, FAQs, procedures, policies, and other knowledge article content.Identify and participate in continuous improvement processes. Encourage and educate customers on direct access to resolve inquiries on their own.Meet key service level agreements, quality metrics, and other performance indicators.Support routine administrative activities such as onboarding and off-boarding processes, unemployment claims, employment verifications, records management, and assist with special projects.What your background should look like EXPERIENCE AND EDUCATIONAL REQUIREMENTS:High School/Secondary Education Diploma or equivalent required. Bachelor's degree in Human Resources or related field preferred.1-3 years' experience in role providing broad HR and/or customer service support.Strong technology skills with excellent knowledge of Microsoft Outlook, Word, Excel, and PowerPointExperience using Workday and ServiceNow preferred.Multi-Lingual, English required.French is a plusMINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:Customer-focused with the ability to effectively build trust and confidence.Ability to learn quickly and adopt a continuous learning mindset.Excellent problem-solving skills and an ability and desire to resolve issues effectively and efficiently.Strong organizational, planning, and process execution skillsProven ability to handle confidential information.Ability to communicate effectively both orally and in writing with employees at levels in the organization.Demonstrate cross-cultural awareness and sensitivity.Highly flexible and motivated with an ability to work independently as well as in a team setting.Build and maintain strong, collaborative relationships with internal stakeholders.What Cencora offersAll team members globally are provided with basic life insurance, personal accident insurance, business travel accident insurance, and EAP resources at no cost. Additional country-specific benefits such as healthcare, sick leave, death and disability, retirement, as well as perks and allowances may be provided. Details of programs vary by location.ScheduleFull timeAffiliated CompaniesAffiliated Companies: Cencora Costa Rica Limitada
