Job Description

People Support Associate with French & Spanish

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 Associatewill work to resolve global employee inquiries, concerns and issues regarding HR and Payroll processes through phone, email, web-form, and chat; delivering exceptional and consistent service to our Kenvuers. This person works to meet all expected service levels and business performance goals, providing a full range of services.

This position is a fixed-term 12-months contract positionwith possibility for further extension.

Key Responsibilities

• Provide outstanding customer service by responding to employee inquiries promptly, professionally, and accurately through phone calls, emails, web-form and chat.
• Assist and encourage users/employees to make effective use of self-service options, systems, products, and services to drive rapid resolution and empower customers. Educate and inform employees of the full range of services available to them, promoting self-service as an efficient and convenient way to meet their needs.
• Effectively diagnose and troubleshoot issues, identify the root cause, and provide appropriate solutions. Escalate complex problems to higher-level support teams when necessary, ensuring timely resolution.
• Apply strong problem-solving skills to analyze complex customer issues, evaluate available resources, and propose creative solutions to meet employee needs, in accordance with standard operating procedures.
• Demonstrate proficiency in utilizing digital tools, platforms, and systems to deliver exceptional customer service and navigate various online resources effectively. Utilize case management systems and telephony tools to access customer information, log interactions, and efficiently address inquiries.
• Communicate with customers in a clear, concise, and empathetic manner, adapting your communication style to meet the needs and preferences of each employee.
• Actively participate in process improvement initiatives by identifying areas for optimization, suggesting improvements, and implementing best practices to enhance the overall employee experience.
• Adhere to quality standards and guidelines to ensure the delivery of accurate and high-quality customer service. Participate in quality monitoring programs and take corrective actions to address areas of improvement.
• Contribute to the development and maintenance of knowledge base articles, process documentation, and standard operating procedures.

What we are looking for

Required Qualifications

• Bachelor degree or higher.
• Fluent knowledge of English, French & Spanish is a must (any additional languages would be beneficial).
• Experience in a shared service center environment preferred.
• Experience with Microsoft tools.
• Strong interpersonal, consultative and facilitation skills.

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.