People Support Specialist with German & Czech

Pracovní nabídka

What we do

At Kenvue, we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, we’re the house of iconic brands - including NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON’S® and BAND-AID® that you already know and love. Science is our passion; care is our talent.

What you will do

The People Support Specialist with German & Czech is responsible for delivering outstanding customer service and resolving inquiries across various communication channels, such as phone calls, emails, and chat. Additionally, this position will also contribute to complex tasks, projects, process alignments, and act as a point of contact for various functions within the organization. A significant portion of its time will also be dedicated to training, ensuring quality deliverables and fostering continuous improvement.

Key Responsibilities

• Deliver exceptional employee support via phone, email, and chat, ensuring timely and accurate resolution of inquiries.
• Troubleshoot issues, identify root causes, and escalate complex cases when needed.
• Promote and support the use of self-service tools and available employee services.
• Utilize case management systems, telephony tools, and digital platforms to manage and resolve requests efficiently.
• Communicate clearly, professionally, and empathetically with employees.
• Collaborate with HR, Payroll, and other cross-functional teams to resolve complex inquiries.
• Drive process improvements and contribute to enhancing the overall employee experience.
• Maintain high-quality service standards and participate in quality monitoring activities.
• Train, coach, and support new team members while maintaining training materials and documentation.
• Create and maintain knowledge base articles, process documentation, and standard operating procedures.
• Monitor contact center performance, including service levels, queue management, and workforce availability.
• Generate and analyze workforce management reports, forecast staffing needs, and optimize scheduling.
• Perform administrative and reporting activities to support day-to-day contact center operations.

What we are looking for

• Bachelor degree or higher.
• 2+ years of experience in Shared Services or Customer Service role or equivalent experience
• Fluent knowledge of Czech, English and German (written and spoken) is a must.
• Experience with Microsoft tools.
• Strong interpersonal, consultative and facilitation skills.
• Excellent prioritization skills, ensuring timely follow-up and resolution of customer inquiries.
• Ability to empathize with customers, actively listen to their concerns, and maintain patience and composure during challenging interactions.

What’s In It For You:

Employee Benefits:

• 5 weeks of vacation and 3 sick days
• Hybrid model of working / home office
• Pension Insurance
• Meal vouchers, Pluxee benefit cafeteria, Company products with discount
• Language courses contribution
• Referral award
• Public transportation allowance
• Bonus based on company policy

Office Facilities:

• Nice area with restaurants with metro station 300 m from office
• Modern office with coffee and fruits, focus rooms

Health and Wellness Benefits:

• On-site gym and massages
• Global wellbeing reimbursement, long term illness contribution, Accident, Life, and disability insurance
• Multisport card
• Parental leave and early returning parents program