Are you passionate about helping people and delivering effective solutions? Join our global team as a Global Customer Service Specialist (HR Support – Bilingual) and become the first point of contact for over 40,000 employees worldwide. You’ll be part of the HR Employee Service Center (HR ESC) — a dynamic and collaborative team committed to delivering exceptional HR support.

Key Responsibilities

• Multichannel Support: Handle employee inquiries via email, live chat, and phone, ensuring a positive and empathetic experience.
• Case Management: Log every interaction in the ticketing system, clearly documenting the issue, actions taken, and case status.
• First Contact Resolution: Aim to resolve most cases during the first interaction using internal tools, knowledge bases, and established processes.
• Case Escalation: Identify and escalate urgent, sensitive, or complex cases to senior specialists, supervisors, or relevant departments.
• Proactive Follow-up: Monitor open cases, keep employees informed of progress, and close cases once resolved.
• System Support: Assist employees in navigating HR platforms like Workday, including screen sharing to resolve technical or access issues.
• Clarifying Requests: Ask clarifying questions when ticket information is unclear and proactively reach out to internal stakeholders (e.g., payroll, benefits, IT, legal) to ensure effective resolution.
• Compliance & Confidentiality: Ensure strict adherence to data privacy policies and handle sensitive employee information with the highest level of confidentiality.

Requirements

• Advanced English proficiency (B2–C1) is mandatory.
• 1–3 years of experience in customer service, shared services, HR support/shared services, or internal support roles in corporate environments (required).
• Bachelor’s degree in HR, Business Administration, or related fields (preferred).
• Availability to work in a hybrid model in Bogotá.

Soft skills

• Strong problem-solving skills with an empathetic approach.
• Excellent organizational skills and attention to detail to manage multiple tasks simultaneously.
• Comfortable with technology and HR systems (Workday experience is a plus).
• Team-oriented mindset with a strong service orientation.

Ready to make an impact? Be part of a team that transforms the employee experience across the globe.
Apply now and help us redefine HR support!

What We Offer

• Personalized career development opportunities within NielsenIQ.
• Access to a global mentoring and recognition program.
• Opportunity to work in a diverse, global, and multicultural environment.
• Meal voucher benefit.
• Short Fridays – start your weekend early!

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

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Our commitment to Diversity, Equity, and Inclusion

NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion