We are looking for a highly energetic and detail-oriented work force coordinator to be the first point of contact for our internal and external employees. This critical role involves providing excellent, patient, and empathetic support across a wide range of employment-related issues.
Key Responsibilities:
- Front-line Support: Manage inbound channels (phone, email, chat) and make outbound calls to address concerns related to Human Resources, Payroll, System/Application issues, and employee benefits.
- Ticket Triage & Ownership: Accurately record, triage, and escalate support incidents using established guidelines, ensuring tickets reach the correct department.
- Resolution Focus: Follow up diligently to ensure all employee requests are resolved to a satisfactory conclusion.
- Multitasking & Accuracy: Maintain 100% accuracy while efficiently multitasking across calls, chats, and emails in a fast-paced workplace.
- Process Compliance: Follow pre-assigned checklists and procedures, adhering to organizational policies and communication standards.
- Audits:
Perform various support-related Audits as required by internal departments.
Required Qualifications & Skills:
Experience:
1-5 years of experience in a Customer Service or Call Center environment, preferably handling US-based clients or HR/Technical support.
Communication:
Excellent verbal and written communication skills, with active listening and the ability to influence stakeholders.
System Knowledge (Preferred):
Familiarity with Ticketing Systems (Freshworks/Zendesk/Service Cloud), HRIS, Payroll Systems (ADP), and ATS.
Core Competencies:
Strong Critical Thinking, Problem Solving, High Attention to Detail, Ethical Practice, and ability to handle confidential information with discretion.
Schedule:
Must be flexible and comfortable working in Night Shifts (Current operational hours are 5 PM 8 AM IST).
Education:
Graduate (Any discipline). Certifications like ITIL or SHRM are a plus.