HR Representative

About the role

The HR Representative is the first point of contact for HR inquiries, acting as a solution provider for employees and People Leaders. The role covers day-to-day operations in its assigned function or service area, handling transactional activities that support HR business processes and drive a strong employee experience. It is a 100% on-site position in Cartago on a 6-month contract.

Key responsibilities

• Act as first point of contact for all HR inquiries, with an employee-centric approach and empathetic service.
• Handle increasingly complex service demands such as call volume, staff absence, chat and portal inquiries, and provide HR information to employees and people leaders.
• Delegate and escalate cases where appropriate while remaining responsible for each case until completion, tracking progress and giving regular updates.
• Administer HR tasks and activities for the assigned function(s).
• Use E2E process documentation, procedures, work instructions, the Knowledge Base and Case Management content to resolve inquiries quickly.
• Identify emerging issues and trends and share insights that support continuous improvement, such as reducing inquiry volume or turnaround time.
• Contribute to improving the HR Knowledge Base and Case Management content based on user experience.

Required profile

• Bachelor's degree or equivalent in Human Resources, Business Administration or a related field.
• 2 years of experience in HR administration or a shared services environment, supporting all levels of management in an international company.
• Advanced English at B2+ level (85-90%).
• Ability to handle high workloads and conflicting priorities, and to resolve difficult issues with all levels of employees.
• General understanding of employment legislation and compliance for the relevant jurisdiction.

Required skills

• Experience with Microsoft tools and applications.
• Preferred: experience managing HR system data.
• Preferred: understanding of enabling technologies such as case management and employee/manager self-service (ServiceNow preferred).
• Preferred: experience with an ERP system (Workday preferred).