This role focuses on providing inquiry services support to all levels of employees across the region for Global HR Operations work, processes, and policies. Responsibilities include responding to a inquiries via case tool. The role may also conduct routine, standard transactions. 

What will you do 

Enterprise Inquiries 

• Respond to inquiries from employees and leaders at various levels of the organisation. 

• Utilise knowledge management tools to provide accurate information to employees across the region. 

• Respond in, and utilise, case tool to document the details of employee inquiry information. 

• Research and resolve issues according to defined scope and in alignment with local and regional legislation. 

• Conduct routine transactions specific to role following the standard operating guidelines. 

• Manage the recording of attendance data for the payroll vendor. 

• Provide support with monthly benefits administration. 

Customer Service 

• Provide excellent customer service. 

• Recognise and escalate customer issues by reviewing individual case history.  

Problem Identification 

• Identify opportunities in employee or Associate content. 

•  Identify and escalate systemic issues by recognising increase in certain call or request types. 

What we expect of you 

• Fluency in Portuguese and professional proficiency in English 

• Bachelor’s degree or equivalent work experience 

• Previous work experience within a HR team/ customer service centre 

• Foundational knowledge on Portuguese local labour legislation 

• Ability to multitask while keeping high levels of attention to detail 

• Very strong verbal and written communication skills and etiquette 

• Ability to demonstrate awareness of and acknowledgement of market differences, including cultural differences and legislative differences 

• Demonstrated ability to handle confidential information 

• Experience with SAP (ELE), Workday and ServiceNow 

Additional Information

• This role is a maternity cover and the fixed term contract offered will be for 6 months

• We operate as a smart working company, you will be required to work from our Lisbon office 4 days per week with 1 day working from remotely

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. Disney is committed to forming a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.