People & Organization Service Center Specialist

We are looking for a People & Organization Service Center Specialist with German for one of our global clients. Key responsibilities: • Handle customer inquiries through multiple intake channels (Phone, Webchat & Tickets) following established procedures and service guidelines. • Support customers across different countries while ensuring high-quality service delivery and clear communication. • Resolve issues efficiently by using internal systems, knowledge bases, and documented workflows. • Guide customers on processes, tools, and services to promote first-contact resolution and self-service whenever applicable. • Maintain professionalism during challenging interactions and manage dissatisfied customers with empathy and confidence. • Prioritize daily workload to meet SLA targets, CSAT goals, and productivity metrics while ensuring timely responses to chats and calls. • Work collaboratively with team members and support groups to resolve complex cases. • Monitor open cases and proactively update customers on progress or available workarounds. • Maintain accurate documentation and contribute to continuous process improvement. • Identify recurring issues and support root cause analysis of service failures. • Ensure all customer data is handled according to confidentiality standards and data protection laws (GDPR compliance). • Maintain high accuracy in case documentation and system updates. What are we looking for? • Bachelor’s degree or equivalent experience (preferably in Business, Communications, or Customer Service). • 1+ year of experience in a Contact Center / Customer Support / Shared Services environment. • Experience supporting customers via phone, chat, and ticketing systems. • Ability to work with multiple systems (CRM tools, ticketing platforms, internal databases). • Strong ability to follow procedures and handle repetitive tasks with high accuracy. • Excellent conflict resolution and customer interaction skills. • Ability to work under pressure in a fast-paced environment with strong time management skills. • Ability to handle confidential and sensitive customer information responsibly. • Fluency in German, English, and Polish. • Strong communication, listening, and problem-solving skills.