Service Experience Center Specialist Prague, Praha

Service Experience Center Specialist

**Service Experience Center Specialist**-7W
Description
Kenvue is currently recruiting for:
**Service Experience Center Specialist**
This position reports into **Global Contact Center Lead** and is based at **Prague, Czech Republic.**
**Who We Are**:
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. Our global team is made by 22,000 diverse and brilliant people, passionate about insights, innovation and committed to deliver the best products to our customers. With expertise and empathy, being a Kenvuer means to have the power to impact life of 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.
**What You Will Do**:
Key Responsibilities
***
- 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.
- 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.
- Collaborate with cross-functional teams to escalate and resolve complex inquiries or issues that require specialized expertise. Act as an elevated support resource for administrative tasks, process alignment, and point of contact for different functions within the organization, such as HR, Payroll etc.
- Conduct thorough training sessions for new team members and provide ongoing coaching and support to enhance their skills and knowledge. Develop and maintain training materials and ensure consistent and effective training delivery across the team.
- Monitor and evaluate the quality of support provided by the team, identifying areas for improvement and implementing appropriate measures.
- Contribute to the development and maintenance of knowledge base articles, process documentation, and standard operating procedures.
- Monitor real-time contact center performance, including service level adherence, queue management, and agent availability, to make necessary adjustments and ensure optimal customer experience.
- Generate and analyze workforce management reports to identify trends, forecast staffing needs, and recommend appropriate scheduling adjustments to optimize resource utilization.
- Ability to perform a wide range of administrative activities, including workforce management, report generation, and other ad hoc administrative tasks to support the smooth functioning of the contact center operations.
**Qualifications**:
**What We Are Looking For**:
Required Qualifications
- 2+ years of experience in Shared Services or Customer Service role or equivalent experience
- Strong preference will be given for multi-lingual speakers including English, Spanish, Portuguese, German, French, Italian, etc.
- A genuine passion for providing exceptional customer service and unwavering commitment to customer satisfaction.
- Proven ability to analyze problems, think critically, and propose effective solutions while maintaining composure in high-pressure situations.
- Excellent prioritization skills, ensuring timely follow-up and resolution of customer inquiries.
- Strong organizational skills, meticulous attention to detail, and a determined approach to resolving any outstanding issues.
- Strong knowledge of HR and Payroll processes, policies, and regulations.
- Exceptional written and verbal communication skills, exhibiting professionalism in internal and external communications. Possesses an excellent telephone manner and effectively communicates with clarity, conci

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