Job Title: Customer Support Executive – Inbound Voice (US HR Process – HRSD)

Location: Chandigarh

Shift: Night Shifts (Aligned to US Time Zones)

Process Type: Inbound Voice (Blend – Voice/Chat/Ticketing)

Domain: Human Resources – HR Shared Services (US Process)

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Role Overview

We are hiring for our US HRSD (Human Resource Service Delivery) Program, a
blended contact center process supporting employees across the United States.

This role primarily requires solid inbound voice handling skills, along with
the ability to manage chat and ticketing queries. The selected candidates will
support HR-related inquiries for US-based employees while ensuring high service
quality, compliance, and data confidentiality.

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Key Responsibilities
Handle inbound voice calls from US employees regarding HR-related queries.
Provide support through chat and ticketing systems as part of the blended
model.




Address HR inquiries including:
Payroll & compensation (US payroll understanding preferred)
Advantages & insurance (medical, 401(k), etc.)
Attendance management
HR policies & compliance
Onboarding & offboarding
Employee data and system access requests
Log and track cases accurately in HRMS/CRM systems.
Adhere to US compliance standards and data privacy regulations.
Maintain high CSAT through empathy, professionalism, and effective
resolution.
Meet and exceed KPIs including:
Quality scores
AHT
First Call Resolution (FCR)
SLA adherence
Productivity targets

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Eligibility Criteria
Graduate (any discipline); MBA/HR preferred.
0–4 years of experience in US BPO / Contact Center (HR domain preferred).
Excellent verbal communication skills with neutral accent (mandatory).
Solid written communication skills for

📌 Analyst Chandigarh
🏢 eClerx
📍 Chandigarh