Specialist HR Service Agent with German

Key Responsibilities

of the function

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

Experience and

Skills required
• 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