Customer Care Delivery Specialist In HR Services With English And German

Delivery Specialist

The Delivery Specialist (DS) is primarily responsible for providing day-to-day client support in a multi-client environment. This includes, but is not limited to, processing transactions and following standard operating procedures, responding to queries, researching issues and providing resolutions, conducting quality checks and meeting ad-hoc client and internal requests. The DS is responsible for ensuring timely, quality delivery of his/her own work by meeting client Service Level Agreements, Reported Service Levels, and Key Performance Indicator adherence.

Detailed Responsibilities:

• Responsible for daily execution/processing for aligned work. Adheres to internal and external audit requirements for specific clients.
• Provides resolution in accordance with due dates and documents/maintains SOP documentation and processes. Escalates issues as appropriate.
• Works with third-party providers to ensure seamless process delivery.
• Identifies and researches issues with guidance and formulates resolutions/recommendations by analyzing trends and applying/following SOPs and best practices.
• Helps identify and implement ideas for improving processes.
• Identifies potential service delivery issues and provides input towards process improvement.
• Helps to develop training material and documentation for self and other colleagues.
• Works with team members to communicate with client and/or other client team members on issues.
• Conducts/supports acceptance testing of designated areas with limited scope.

Role Complexity:

• Works on assignments where established practices, procedures, and precedents guide the work.
• Able to follow procedures and investigate issues in order to solve problems.
• May work on project tasks usually limited in scope and complexity.
• May conduct testing on designated testing scripts and limited in scope.
• Decisions are based on acquired skills and knowledge as opposed to applying discretion and judgment.

Responsibilities:

As a Customer Care Delivery Specialist in HR Services with German and English, your responsibilities will include:

• Providing support for the clients' employees who contact us with questions about HR procedures or their employment benefits through various channels (phone, webchat or other). Queries may cover the following topics: salary and pay-slip questions, onboarding, holiday/leave of absence allocation and conditions, overtime and many others.
• Explaining how to use the online HR systems.
• Investigating more complex cases.

Requirements:

• Excellent English: C1 minimum.
• Excellent German: C1 minimum.
• Adaptability and attention to details.
• Excellent written and verbal communication skills.
• Self-motivation and willingness to learn.
• Experience in Customer Service is a plus, but not required. We will teach you all you need to know.

We Offer:

• Salary: 5000 PLN gross
• Language allowance: 2500 PLN gross
• Private medical care, life insurance
• Benefit platform (MultiSport card, tickets, vouchers, and many more)
• Permanent contract and comprehensive rewards package
• Career Growth Opportunities
• Work-Life Balance

Additionally, you can expect:

• Extensive ongoing training program
• Work in an international team
• Great work atmosphere; we value our positive and productive work environment, open and honest communication, and are committed to excellence
• Opportunities to engage in many events, activities, and charity initiatives
• Modern office with chill out zone in a convenient location in Kraków.

We offer programs and plans for a healthy mind, body, wallet, and life because it's important our benefits care for the whole person. Options include a variety of health coverage options, well being and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options.

Alight is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.