HR Contact Center Specialist - Polish Language

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Angajator: APT Resources & Services SRL
Domeniu:
  • Customer support - Client service
  • Resurse Umane - Psihologie
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 26.05.2016
    Scurta descriere a companiei

    APT RESOURCES & SERVICES SRL

    Cu o prezență de peste 20 de ani pe piața românească de resurse umane, grupul de firme APT este cel mai mare jucător independent din industrie, o concentrare de forțe repartizate armonios pe diferite specializări în aria capitalului uman, a comunicării și a serviciilor SaaS. Cifra de afaceri de peste 24 de milioane euro în 2015 și o medie de 2000 de persoane (majoritatea cu studii superioare), angajate în servicii BPO și misiuni de muncă temporară, au menținut grupul de firme APT în avangarda primilor cinci furnizori de servicii complexe de HR din România.

    Strategia Grupului APT se concentrează pe dezvoltarea proactivă a pieței muncii, pentru care identifică, pregătește și oferă specialiști competenți, absolvenți sau studenți cu potențial. Noi aducem omul potrivit la locul potrivit. Cu un palmares de peste 10.000 de angajări, acoperim cele mai căutate domenii, cu focus pe IT&C, BPO, finanțe-bănci, inginerie, retail, medical & pharma. Am dezvoltat instrumente multidisciplinare de lucru și avem soluții de recrutare rapide și inovatoare, susținute și prin platforma online aptjob.ro. Începând cu 2015, grupul și-a extins operațiunile și în alte două regiuni emergente în piața de HR: Cluj și Brașov, unde funcționează noile sucursale APT.

    Cerinte

    Our client is one of the leading companies in the tobacco industry worldwide.
    Provides generalist HR advice and guidance on HR policies, processes and general queries, acting as the first point of contact for company employees where self-service is either unavailable or where the query cannot be resolved through the self-service channels available.

    Requirements:
    - At least 1 year of experience in a contact center environment or queue management;
    - Advanced in English and Polish languages;
    - Experience with MS Office tools and data manipulation tools, Excel or other database, etc.;
    - Excellent verbal and written communications across different audiences and channels;
    - Knowledge of the payroll cycles and basic rules;
    - Knowledge of sourcing, selection and assessment processes and tools used within company;
    - User knowledge of SuccessFactors – Employee Central and enabling technologies (Case Management System, Knowledge Management System, OpenText);
    - Problem solving skills.

    Responsabilitati

    Responsibilities:
    - Is responsible for processing HR administration activities using the reference materials available across a range of specialisms, supporting direct customer facing queries;
    - Flexes time between query resolution and transactions execution where demand and service fluctuates, whilst recognising where escalation of cases is required;
    - Delivers a consistently excellent customer experience in HR query resolution in line with the culture and aspiration of the HR Shared Services organisation;
    - Serves as first point of contact responsible for the accurate resolution of HR queries from both internal and external customers across all channels. Responds to requests routed to HR Shared Services via available channels using HR knowledge base, standard operating procedures and other reference materials;
    - Collects and verifies supporting documentation from employees and line managers in order to initiate / complete HR transactions;
    - Analyses customer requests and determines where queries require specialist support or escalation to appropriate parties;
    - Executes administrative and transactional processes across the scope of service provided, using online tools, systems and applications. Some of the performed transactions may be: Validation of personal data change requests where legally required; Personal data changes for employees with no access to self-service; Initiation of work data changes; Support for employee movement activities – e.g. completing off boarding checklists and generation of related documentation; Maintenance of employee personnel files as per retention policies; Scheduling/cancelation of training courses and subsequent notification of employees and line managers;
    - Coaches employees and line managers in solving transactions using self-service functionalities, including the redirection to appropriate sources of information to improve Tier 0 resolution rate;
    - Monitors own performance against service standards, established SLAs and KPIs, to ensure that a professional, efficient and quality service is consistently provided to customers;
    - Is accountable for maintaining systems and procedural knowledge to ensure accurate advice is provided to customers, whilst identifying opportunities for improvement across HR policies, processes and knowledge management tools.

    Job Code: 250416ELP