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