Lead, Customer Care

<p><b>As a Lead HR Customer Care Delivery in a Multi-lingual HR Service Center, your responsibilities will include:</b></p> <ul> <li>Leading a regional Customer Care support team</li> <li>Providing support for and management of customer inquiries through an HR ticketing system. Inquiries will be managed by various channels (phone, webchat, email, or other). Type of support needed may include questions on HR systems, HR procedures, employee benefits, onboarding, off-boarding, etc.</li> <li>Investigating more complex cases to support the team</li> <li>Ensuring team is adhering to established SLAs</li> <li>Run reports and ensure tickets are being resolved timely and with quality responses</li> <li>Knowledge share with team members and provides training for new hies.</li> <li> Supporting day-to-day HR inquiries with the highest level of customer service via all HR Service request channels</li> <li>Perform HR transactional tasks by management of employee data through the SuccessFactors HR system</li> <li>Initiate all global onboarding tasks</li> <li>Guiding employees through the appropriate on and offboarding policies</li> <li>Maintaining information systems, preparing appropriate documentation, and processing necessary paperwork</li> <li>Focus on continuous improvement through shared knowledge and lessons learned</li> </ul> <p> </p> <p><b>Requirements:</b></p> <ul> <li>5 years' experience in Customer Service required, ideally working in a customer service call center</li> <li>Excellent English: C1 minimum, read, write and speak</li> <li>Excellent “Other languages”: C1 minimum, read, write and speak (Polish, German, French, Swedish, Spainsh, Portuguese, Italian, Dutch, Chinese, Japanese)</li> <li>Adaptability and attention to details,</li> <li>Excellent written and verbal communication skills,</li> <li>Self-motivation and willingness to learn,</li> <li>Good knowledge of MS Office (Word, Excel)</li> <li>Knowledge of SAP HR, SuccessFactors, Service Now or other HR systems is a plus</li> </ul>