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Role Description
This role will be the first point of contact for most Human Resource enquiries, and will handle a diverse range of issues and transactions in a busy Employee Interaction Center. Working in a team to deliver friendly, efficient solutions, this role will deal with HR enquiries mainly via email and phone. One of the main tasks is also ongoing update of used HR content in cooperation with other HR departments.

1. Taking, investigating and resolving first line transactions on the helpdesk.
2. Logging all transactions on the SAP system, escalating, referring or closing calls as appropriate and resolving enquiries within agreed time frame.
3. Provide accurate and friendly advice and service to all customers, such as colleagues, employees and managers.
4. Work with other team members sharing knowledge on topics that are either a current specialist topic or require learning.
5. Explain and apply HR policy and procedures to advise and coach managers and employees through their query.
6. Understand scope of services and Service Level Agreements for customers
7. Liaise with external parties (e.g. benefit providers) as a result of any questions or transactions.
8. Undertake tasks on the teams` daily task list as directed by the Team Leader
9. Work early/late shifts to provide Service Desk Cover for the hours of 08:00 to 19:00.
10. Continuously improve your work and processes

• Successful completion of secondary level

• 1 year of working experience in an SSC environment  preferred
• Working experience in call center operations preferred
• Project experience of advantage
• Work experience in virtual/remote teams preferred
• Work experience in international environment/Team/Global company preferred

• Customer focused
• Quality driven and solution orientated
• Good telephone manner with good communication skills, both written and verbal
• Drive for results, responsiveness and continuous improvement
• Team work 
• Ability to work with confidential information
• Relationship building
• Interpersonal sensitivity
• Flexible / adaptable

• General HR knowledge or comparable background is of advantage

• MS Office (Excel, Word, Outlook)

• Customer Relationship Management system usage
• Database knowledge preferred
• Human Capital Management user experience
• SAP system knowledge preferred
• Customer Relationship Management system usage preferred

• Fluent written and spoken German skills
• Advanced written and spoken English skills

• Czech language skills preferred