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)

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 strong 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.

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)
Perks & 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

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 chat/ticket handling.
Understanding of US workplace culture and professional etiquette.
Basic knowledge of US HR processes is an added advantage.
Comfortable working in night shifts (US time zones) .
Immediate joiners preferred (if applicable).

Required Skills
Solid customer-first mindset.
Ability to handle sensitive HR data confidentially.
Valuable listening and probing skills.
Problem-solving and critical thinking ability.
Ability to multitask across voice, chat, and ticketing systems.

Why Join This Role?
Exposure to US HR operations and global HR practices .
Opportunity to build expertise in HR Shared Services.
Career growth into:
HR Operations Specialist
Quality Analyst
Workforce Management
Team Leader
Performance-based incentives and structured learning programs.

📌 Analyst Chandigarh
🏢 eClerx
📍 Chandigarh