HR Customer Interaction Service Specialist (German)

About Deutsche Telekom Services Europe Romania

In Romania, Deutsche Telekom has set up a Shared Service Center in Bucharest & Timisoara - Deutsche Telekom Services Europe Romania (DTSE Romania), which delivers support function services such as HR, Accounting, Reporting and Finance, as well as IT support services for these lines of business, for the whole European Deutsche Telekom footprint since July 2013.

We are focused on:

• the best customer experiences
• delivering high quality services
• great working conditions
• growing with innovations
• continuously improving competitiveness through digitalization

Key responsibilities:

• Acts as a supporter of Human Resources Service for all Human Resources products;
• Consults customers by phone for all Human Resources products;
• Processes electronically written requests (email, chat, internal ticketing systems);
• Demonstrates concern and empathy in all customer interactions;
• Registers, classifies and finalizes customer orders and calls, in the order management system or forwards them to the back office departments;
• Maintains close cooperation with the team leader, as well as, with the back office departments;
• Addresses process difficulties to HIS Specialists or Process Manager;
• Maintains process information documentation and procedures in the knowledge management system;
• Provides training for the new joiners if necessary;
• Offers support on difficult and complex topics to their junior colleagues;
• Tracks and processes issues and service quality complaints and escalates the issues following the escalation procedure;
• Answers employees, managers or candidates' inquiries using the Knowledge tools and the Contact Center available system;
• Suggests methods to update, simplify and enhance processes, procedures and technologies;
• Works independently within the framework of defined processes;
• Assists other departments based on business needs;
• Performs additional tasks assigned by the hierarchical superior related to business needs.

Experience and skills:

• 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.

DTSE-RO is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decision at DTSE-RO are based on business needs, job requirements and individual qualifications, with no regard to race, color, religion or belief, national, social or ethnic origin, sex, age, physical, mental or sensory disability, sexual orientation and gender identity.

DTSE-RO will not tolerate discrimination or harassment based on any of these characteristics.

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By submitting your application, you consent to your data being processed electronically, including by third parties. Data is only passed on to HR service providers that have been carefully selected by Deutsche Telekom AG.

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