Specialist HR Service Agent with German

Short description: Processing of HR orders including final clarification of customer concern in HR processes; if required, general advice to customers on individual personnel measures, HR data maintenance and quality assurance, advice to customers on HR processes and regulations.

 

·       Promptly and conclusively handling HR orders in standard processes, in German language in accordance with the guidelines, with high accuracy and within defined timelines

·       Documents and processes requests in HR management systems used (PEGA, SAP HR and other relevant tools)

·       Prepares and maintains standard contracts, and other HR-related documents in accordance with system requirements

·       Clarifying customer inquiries in the assigned subject area with system support, communicating with customers via standardized and approved channels

·       Monitors and tracks deadlines, supports data quality checks relevant for salary payment and payroll cycles

·       Ensures order completion and compliance with the deadlines, including data checking

·       Prepares and processes employment contracts and related HR documents

·       Resolves process disruptions, initiating and tracking escalations measures

·       Provides clear, professional, and empathetic communication aligned with service standards

·       Handles service quality complaints, tracks issues, and escalates according to defined escalation paths

·       Identifies process deviations or difficulties, process improvements and provide solutions and follows the escalation procedure to supervisor

·       Proposes and documents updates to work instructions where required.

·       Cooperates closely with other HR teams and interfaces

·       Reports on IT incidents and contributes to root cause analysis and solution implementation

·       Assists other teams based on operational needs

Be involved in HR Projects and actively participates in the continuous optimization, harmonization and standardization of HR processes 

·       Bachelor’s degree completed or in progress

·       HR-related background is considered an advantage

·       Familiarity with HR information systems (e.g. SAP HR, ticketing tools) is a plus

·       Good working knowledge of MS Office applications

·       German: fluent (spoken and written)

·       English: fluency at conversational level desired

·       Strong customer service orientation and interpersonal skills

·       Experience in customer interaction (phone, written, or face-to-face) is a plus

·       Active listening skills and ability to communicate clearly and professionally

·       High attention to detail and commitment to data accuracy

·       Ability to work mostly independently within defined processes

·       Team player with a proactive mindset and willingness to learn

Demonstrates empathy and professionalism in all customer interactions