The HR Inquiry Representative responds to and resolves 80-90% of HR-related inquiries. He/she accepts inquiries via the telephone and online, and continuously strives to provide a resolution and to help the inquirer to understand the response. The HR Inquiry Representative is responsible for documenting resolutions to all inquiries via an online inquiry tracking system. He/she will proactively support employees and dependents, managers, HR management and government agencies.

What you’ll be doing:

– Accurately respond to and resolve inquiries utilizing HR Contact Center procedures, policy manuals, knowledge management system and other reference materials
– Document all customer inquiries and their resolutions in the HR Contact Center case management technology application
– Meet and strive to exceed HR Contact Center Key Performance Indicators (KPIs) including but not limited to overall customer satisfaction, caller hold and talk time, first call resolution and proper case documentation
– Partner with HR Functional Specialists to develop HR subject matter knowledge to increase first call resolution and shorten call time
– Escalate customer inquiries in a timely manner when additional research or analysis is necessary

What you need to have:

– Demonstrated effectiveness working with contact center technology including but not limited to contact center tracking system and Human Resources Information Systems (HRIS)
– Knowledge and understanding of various HR processes
– Demonstrated effectiveness when dealing with dissatisfied customers
– Multi-tasking in a fast paced environment
– Bachelor’s Degree preferred in HR, Business Administration or other related fields
– Minimum 1+ years of customer service, contact center experience or HR experience
– Fully professional level of English and German knowledge both verbal and written is mandatory

Ability to:

– identify unusual calling events or frequent customers issues and work with the HR Contact Center Supervisor to suggest process, procedure and training improvement opportunities
– identify issues, perform analysis and solve problems based on data or available information
– drive to “first-time through” solutions and to communicate effective through written and oral communication and consistently deliver high quality customer service in a professional manner
– work as a team member in a specialized area with a diverse audience
– remain flexible with staff scheduling changes and time zones

What we offer:

– Be part of a diverse, young and vibrant team with great opportunities of growing and developing your skills and expertise
– Now you have a chance to create the footprint of the newest foundation of our HR department. Your ideas will always be welcome
– You can support 10k+ employees for specific countries in Europe, Middle East or Africa