HR Professional Human Resources Service Shared Centre ( HRP-HRSSC)

Who we are
We create the technology to connect the world.
Powered by the research and innovation of Nokia Bell Labs, we serve communications service providers, governments, large enterprises and consumers, with the industry's most complete, end-to-end portfolio of products, services and licensing. We adhere to the highest ethical business standards as we create technology with social purpose, quality and integrity. Nokia is enabling the infrastructure for 5G and the Internet of Things to transform the human experience.

What we do
We are shaping the future of technology to transform the human experience.
We are the heart of the connected world -- building extraordinary networks, devices, software and ecosystems. We continually reimagine technology to meet society’s many challenges and opportunities, making communities smarter and more sustainable, transportation safer, enterprises more agile.
We keep an eye towards how our technology impacts people -- putting them in charge of their wellness, experiences, choices, lives, and the way they collaborate and explore the world around them.
Powered by the research and innovation of Nokia Bell Labs, we serve communications service providers, governments, large enterprises and consumers with the industry's most complete, end-to-end portfolio of products, services and licensing.


How we do it
We have one of the industry’s broadest portfolio of information and communications technology, software, services and licensing.
We are different from our competitors in many ways, but one in particular sets us apart – we have one of the industry’s most comprehensive portfolios and the experience to match in Mobile Networks, Fixed Networks, Nokia Software, IP/Optical Networks and Global Services.

Experience:
3-5 years Call Center experience
Active engagement in the delivery of a broad range of HR processes to a diverse group of customers (senior managers/managers/employees)

Competencies:
· Customer First
· Decision Making
· Accountability
· Managing Execution
· Open Communication
· Teamwork
· Adaptability
· Respect

Skills & Knowledge:
· Able to work fluently in English and other languages required to support the Shared Service Centre customer base
· General Call Centre principles and practices – call tracking, escalation, issue resolution, etc.
· Data Privacy regulations specific to region being supported
· Personnel Administration and Organization Management processes
· Alcatel-Lucent business structure
· Process improvement
· HR Informatic Systems (e.g., SAP, Taleo)
· Applications: MS Excel, MS Access, MS Word, MS Outlook...

· Responsible for end-to-end management of basic HR customer inquiries including all associated system requirements necessary to track the status of the query from in conjunction with designated Service Level Agreements
· Masters and keeps up-to-date with the catalogue of HRSSC Tier2 services (understands the scope of own service responsibilities)
· Educates customers on the availability and benefits of the ALU HR Portal (self-service)
· Routes customer inquiries outside Tier1/Tier2 scope of service to the appropriate Tier3 subject matter expert or to the appropriate non-HR organisation (e.g. Payroll/IT/..) and liaises with other ALU Shared Services Centres to provide a seamless level of service to customers
· Responsible for ensuring information entered into the call management/escalation tool is comprehensive and completed in a timely and accurate fashion
· Provides feedback to the HR Shared Service Centre manager in a structured manner (trends in customer queries/issues, non-standard customer demands, customer adoption of SSC..) and assists in improving the organizations' service delivery
· Trains other Call Centre Agents
· Performs other duties in the HRSSC when there is a business need

-Professional development, possibility to work in a high professional environment having high exposure to multiculturality.
-Good salary package, excellent conditions for housing loans
-Sports programs, medical care, restaurant tickets