Job Description

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)
Benefits & 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).
Strong 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

Strong customer-first mindset.
Ability to handle sensitive HR data confidentially.
Good 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.

Responsibilities

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)
Benefits & 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

About The Team

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.

Analyst