Coca-Cola FEMSA

HR Shared Services Center Assistant

Coca-Cola FEMSA

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Tech Stack

ERPServiceNow

About the role

  • Responsible for supporting employees, managers and internal areas through the official RHcomVocê channels, performing logging, triage, follow-up and routing of Human Resources requests, ensuring quality, agility, standardization and compliance with established service levels.
  • Act in a customer-oriented manner toward internal clients, with a focus on service excellence;
  • Collaborative, integrated with specialist areas and other CSC cells;
  • Organized, following defined processes, workflows and standards;
  • Proactive in identifying failures, recurring questions and improvement opportunities;
  • Aligned with the confidentiality, ethics and compliance guidelines of the Human Resources area.
  • Provide first-level (L1) support to employees and managers via the official RHcomVocê channels, ensuring courtesy, clarity and resolution;
  • Log, classify, prioritize and track HR tickets in the service management system (ServiceNow), according to the Service Catalog and defined SLAs;
  • Perform proper triage of requests, resolving simple transactional demands and forwarding specialized cases to resolver groups;
  • Monitor response timeframes and ensure feedback to requesters within agreed service levels;
  • Provide standardized guidance on HR policies, processes and procedures;
  • Identify recurring demands, process failures and opportunities to improve service delivery;
  • Contribute to updating the knowledge base, FAQs and support materials for service delivery.

Requirements

  • Education: University degree in progress or completed in Administration, Human Resources, Psychology or related fields.
  • Experience: Previous experience in internal customer service, Shared Services Center (CSC), corporate call center or HR administrative routines;
  • Desirable experience with ticketing systems or digital service platforms (e.g., ServiceNow) and ERP systems such as SAP HR modules.
  • Basic understanding of Human Resources processes (hiring, benefits, payroll, time & attendance, termination, among others);
  • Basic knowledge of service management systems (e.g., ServiceNow or similar);
  • Familiarity with HR SSC operations, SLAs and customer service concepts;
  • Basic Office suite skills (particularly Outlook and Excel).
Benefits
  • PPR (performance-based profit sharing)
  • On-site gym
  • Birthday day off
  • Health insurance
  • Optional dental plan (employee enrollment)
  • Group life insurance
  • On-site cafeteria / meal allowance
  • Food allowance
  • Employee purchase program according to the current price list
  • Pharmacy credit with payroll reimbursement
  • Credit union
  • Back-to-school kit: provided at the start of the school year for dependents
  • Birthday kit
  • Christmas kit
  • Toy voucher: delivered in October for dependents

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
ticketing systemsservice management systemsHR processesOffice suiteExcelOutlookSAP HR modules
Soft skills
customer-orientedcollaborativeorganizedproactivecourtesyclarityservice excellence