Helpware

Who we are 

Helpware is a technology-driven American company with offices in the USA, Ukraine, Mexico, Philippines, and Germany, 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. 

What the role is about  

Helpware is looking for a German Customer Support Representative for our US-based client to join our team in Kyiv. As a CSR, you will be responsible for managing inquiries, reviewing and approving all the requests for labeling and trademark use, and advising companies on compliance with standards, policies, and requirements of our client’s programs, including traceability, trademarks/labeling, and chain of custody. 

Our client’s background 

Our client is an international non-for-profit organization bringing together the interests of diverse allies to produce sustainable and harmonious goods and services. Operating in over 60 countries, the company helps businesses to deliver a significant impact by responsibly sourcing commodities and adapting their business model to sustainability. By joining our client you are helping to create a better future for people and nature. 

The main responsibilities that await you 

• You will be responding to any queries and providing detailed information in German and English languages on the fulfillment of certification, traceability, and labeling requirements to our client’s customers via emails 
• You will be managing requests for the use of labeling and trademark for certified products and promotional materials 
• You will be actively working with different departments of our client, including Technology, Standards & Assurance, Markets, and Marketing, to deliver the best possible experience to companies 
• You will be providing all the required inputs and feedback to our client on companies’ success processes  in order to ensure continuous improvement for long-term growth 
• You will be managing the escalation process (an integral part of the trademark approval process where policy exceptions need to be flagged and handled using an escalation route). 
• You will be dealing with other interesting assignments and projects assigned by your manager 

Who we are looking for 

• You are able to quickly adapt and implement the best practices to provide exceptional support 
• You can easily optimize customer experiences through Customer Success Processes 
• You have the passion to convey and grow the meaningful mission of the organization, as well as meet the goals of the team 
• You have B2 knowledge of English and German to effectively support our client’s business partners as well as the global supply chain 
• You have relationship-building and customer-orientation skills to deliver high customer satisfaction 

We Offer:

• Competitive compensation linked to USD rate;
• Medical insurance after the trial period
   
• English classes;
• Schedule: Monday - Friday - 9:30 AM - 6:30 PM Kyiv time;
• Corporate training and parties

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