Receive inbound Calls/Emails/Chats and ensure that cases and interactions are logged correctly in the ticketing tool
Walk customers/ Provide navigational support on self service portal
Ensure security verifications are carried out per company policies and procedures and is lines with the GDPR guidelines
Place outbound calls to customers when required in line with Client / Company guidelines
Work productively whilst maintaining exceptional call/data quality standards in line with targets
Contribute to the team through open and regular communication with peers / supervisors
Adhere to all company or departmental policies and procedures (personnel and operational)
Keep the process repositories like DTPs, Knowledgebase, SharePoint updated with the current process
Maintain regular and punctual attendance in line with company policies and procedures

Customer Operations - Voice - Help desk role - ticket resolution

Nature of HR queries to be dealt with:
Provide recruitment and onboarding support to current employees
Updating personal records (Address, Name,



emergency contact details) of the employees
Helping employees process their timesheets, updating payroll records and answering paystub related questions thus ensuring that employees are compensated correctly and on time.
Helping employees obtain their verification of employment
Helping hiring managers in the recruitment process
Manage employee grievance queries
Administer or change perks, health plans, retirement plans, etc.

The role is aligned to our Service Desk Voice Support team which is responsible for performing day to day operations while maintaining SLAs & solving queries related to disputes while coordinating with customers. The team reviews service requests based on the predefined scope of support, records, diagnoses, and troubleshoots customer raised incidents. They also manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.

📌 Customer Operations Service Desk Voice Support Mumbai (India)
🏢 Staffing Services
📍 India