Responsibilities:
- Provides support for Deutsche Telekom Services Europe in the field of Customer Services and relevant HR topics and processes.
- Process HR tickets by using our workflow management tool, following German law and labor agreements of Deutsche Telekom Group and finishes them in high quality and due time.
- Communicate with customers by e-mail or phone to answer their individual questions.
- Support Product Management to improve our HR products and to create an excellent customer experience!
- Report IT incidents and foster best possible solutions.
- Practice close cooperation with other departments
- Maintain process documentation and special procedures in our knowledge management system.
- Process critical issues and complaints to meet our customers’ needs. Use escalation procedures if necessary.
- Provides training for the new joiners if necessary
- Offers support on difficult and complex topics to their junior colleagues
- Addresses process difficulties to Process Manager
- Answers employees’ and managers’ inquiries using the Knowledge tools
- Supports in the development of Frequently Asked Questions based on the identification of updates or new requirements
- Suggests methods to update, simplify, and enhance processes, procedures, and technologies
- Works independently within the framework of defined processes
- Ensures one’s own orders to be finished on time
- Assists other departments based on business needs
- Performs additional tasks assigned by the hierarchical superior related to business needs
Experience & skills required:
- Preferably a bachelor’s degree or student.
- HR related background is a plus.
- Knowledge in handling information processing systems (Ticketing Tool, SAP HR, MS-Office) required
- Customer service focus and strong interpersonal skills required
- Language skills: German fluent in speaking and writing, English is a plus
- Experience with customer contact (by phone, written or personal) required
- Ability to consistently deliver high quality customer service in a professional manner
- Team player, proactive and willing to learn
- High customer focus and service orientation
- Strong communication and listening skills
- Ability to consistently deliver high quality customer service in a professional manner.
- Demonstrate concern and empathy in all customer interactions.
