- Manage inbound channels (phone, email, chat) and make outbound calls to address concerns related to HR, Payroll, Systems/Applications, and employee benefits.
Ticket Triage & Ownership
- Accurately record, triage, and escalate support incidents using established guidelines.
- Ensure tickets reach the correct department for timely resolution.
Resolution Focus
- Follow up diligently to ensure all employee requests are resolved satisfactorily.
Multitasking & Accuracy
- Maintain high accuracy while efficiently handling multiple tasks across calls, chats, and emails in a quick-paced environment.
Process Compliance
- Adhere to pre-assigned checklists, procedures, organizational policies, and communication standards.
Audits
- Perform various support-related audits as required by internal departments.
Required Qualifications & Skills:
Experience
- 3-5 years in Customer Service or Call Center environment, preferably handling US-based clients or HR/Technical support.
Communication
- Excellent verbal and written communication skills.
- Strong active listening and stakeholder influence abilities.
System Knowledge (Preferred)
- Familiarity with Ticketing Systems (Freshworks/Zendesk/Service Cloud), HRIS, Payroll Systems (ADP), and ATS.
Core Competencies
- Critical thinking, problem-solving, high attention to detail, ethical practice, and ability to handle confidential information.
Schedule
- Flexible and comfortable working night shifts (current operational hours 5 PM – 8 AM IST).
Education
- Graduate (any discipline). Certifications like ITIL or SHRM are a plus.