People Support Specialist with German & Czech

Job description

Kenvue is currently recruiting for a: People Support Specialist with German & Czech 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. Who We Are Our global team is ~ 22,000 brilliant people with a workplace culture where every voice matters, and every contribution is appreciated. We are passionate about insights, innovation and committed to delivering the best products to our customers. With expertise and empathy, being a Kenvuer means having the power to impact millions of people every day. We put people first, care fiercely, earn trust with science and solve with courage – and have brilliant opportunities waiting for you! Join us in shaping our future–and yours. For more information , click here . Role reports to: EMEA People Support Manager, CCOps Location: Europe/Middle East/Africa, Czechia, Prague, Prague Work Location: Hybrid What you will do The People Support Specialist 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. This position is a fixed-term 12-months contract position with possibility for further extension. 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 Kenvue is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you are an individual with a disability, please check our Disability Assistance page for information on how to request an accommodation.