Helpware

Helpware is a global company providing outsourcing back-office services with offices in the USA, Mexico, Ukraine, and the Philippines. We help small businesses as well as enterprises to free up their teams so they can focus on strategic high-value tasks that will move the dial for their businesses.
 

We are growing and have an open position as a Customer Support Representative.
 

Skills and Qualifications:

• Excellent written skills in English;
• Experience in the Client support area will be a plus;
• Basic technical background (strong experience in using apps);
• Proactive approach, empathetic individuals, problem-solving skills;
• Customer orientation and ability to adapt/respond to different types of characters;
• Ability to multi-task, prioritize, and manage time effectively.
   

Responsibilities:

• Providing Customer Support for the website users
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Follow communication procedures, guidelines, and policies
• Responding promptly to customer inquiries
• Communicating with customers through various channels (chat/emails)
• Acknowledging and resolving customer complaints
• Keeping records of customer interactions, transactions, comments and complaints
• Entering data into a CRM, other online tools, and cloud-based platforms
• Other related tasks assigned by managers of the Clients and/or Helpware
  
  We Offer:
• Competitive compensation linked to EUR rate;
• Medical insurance after the trial period
• English classes;
• Schedule 8 am - 1 am Kyiv Time( 8 working hours + 1 hour of a break during this period of time);
• Corporate training and parties
  
   

If you have the qualifications needed and ready to maintain the required duties daily, please apply!

Helpware is a technology-driven American company with offices in the USA, Poland, Germany, Albania, Georgia, Ukraine, Mexico, the Philippines, and Uganda, providing Customer Experience & Operational Support services for modern companies. Our team of professionals is driven by the purpose of delivering best-in-class value-adding solutions to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Our Team is growing, and we’re looking for a Middle HR People Partner who is ready to learn in HR operations such as talent management processes, implementation of HR initiatives, and enhancing team experiences. Key responsibilities include advising on HR matters, supporting a full cycle of people management, conducting performance reviews, and managing internal communications. A critical thinker with strong communication skills who is ready to contribute to a positive work culture.

The role will involve:

Talent Management and HR Processes:

• Conduct a full cycle of people management process (onboarding and adaptation, performance review, probation period control, termination of agreements, etc.)
• Implement and support new initiatives related to HR operations: Development of new Practices & Programs, HR processes automatization & optimisation, drafting Policies and Procedures, Managing and analyzing People Analytics, etc.
• Integrate and support existing HR processes and contribute to improvements in team members’ experience flow.
• Ensure that HR policies are understood and followed

Teams Performance and Development:

• Work closely with management and people to improve work relationships, build a high-performance culture, and retention strategy.
• Advising team members in HR administration inquiries, providing required information using available sources
• Implement and supervise surveys and data analysis (eNPS, reporting, etc)
• Actively support Team Leads/ Operation Managers in their quest to set up and manage high-performing teams, help to identify and resolve issues before they affect teams’ performance
• Establish and maintain trustful cooperation with the team, proactively interact with team members, and be there when needed.
• Act as a main point of contact for all HR related staff
• Conduct regular feedback talks and performance reviews
• Managing the performance reviews held semiannually for the team members, probation reviews, conducting 1-on-1 with supervisors to track engagement and satisfaction level
• Be involved in personal development planning for the team members, hereunder Performance Improvement Planning, promotions, etc.
• Resolving complex people relations issues and addressing grievances
• Providing cross-location support in set-up and utilizing company HR tools

Internal Communication and Engagement:

• Collaborate with the team in organizing corporate events and engagement activities
• Manage benefits package
• Prepare announcements for effective internal communication in Europe location
• Review, moderate existing, and initiate creation of new internal communities channels
• Run activities in internal local channels, track the effectiveness, results, and work on needed improvements
• Manage internal communication calendar for the Europe location
• Assist in the facilitation of monthly general meetings for the Europeteam, including the creation of presentations, hosts preparation, quizzes, and other relevant materials to ensure engaging and informative sessions
• Be involved in projects focused on optimisation and improvements of internal communication, engagement, and recognitions
• Coaching Supervisors with advice to improve engagement in their teams

What will make you successful in the position:

• Required 1+ years of experience in Human Resources or People Managing role. Additional experience in Internal communication or HR branding (internal and external) will be a plus
• Strong communication skills in English (both verbal and written)
• Experience using HR Information Systems (HRIS), BambooHR preferably
• Strong Microsoft services knowledge (Excel specifically)
• Experience in working with big volume data (extraction, analysis)
• Good analytical and interpersonal skills
• Proactive and positive approach

We offer:

• Competitive compensation
• Medical insurance after the trial period
• Possibility to work remotely
• Business hours: Monday - Friday, 10 am - 7 pm or 11 am - 8 pm Kyiv time
• English classes
• Corporate training and parties
• Extremely friendly team and unlimited support