Introduction
As a
Process Associate – HR Contact Center, you will be responsible for handling employee HR-related queries through multiple channels, including calls, emails, and chat.
The role involves providing prompt and accurate support, delivering a positive employee experience, and ensuring the efficient resolution of HR queries. Candidates should be flexible and willing to work in a 24/7 shift environment as required.
This role offers an excellent opportunity for individuals looking to build a career in HR Operations, HR Shared Services, and Employee Experience.
Your Role And Responsibilities
- Respond to employee HR-related queries via inbound calls, emails, and chat.
- Educate employees about HR policies, processes, and procedures whenever required.
- Deliver high-quality customer service in every interaction.
- Identify, analyse, and resolve employee issues or escalate them to the appropriate team when needed.
- Monitor and update tickets in the ticketing system, ensuring timely resolution.
- Support the team in resolving employee queries and maintaining service quality.
- Collaborate with internal stakeholders to ensure accurate and efficient issue resolution.
- Maintain clear and professional communication with employees across different levels of the organization.
- Meet defined service levels, quality standards, and productivity targets.
- Ensure adherence to established HR service processes and compliance requirements.
- Handle employee information with a high level of confidentiality and professionalism.
- Support employees across different regions and time zones in accordance with defined service standards.
Preferred Education
Master's Degree
Required Technical And Professional Expertise
- Graduate or Postgraduate (MBA in HR preferred).
- Freshers are welcome to apply.
- Internship, project, or academic exposure to HR, customer service, or shared services is an added advantage.
Preferred Technical And Professional Experience
- Excellent verbal and written communication skills.
- Ability to communicate professionally and empathetically with employees.
- Basic understanding of HR processes and employee lifecycle (preferred).
- Strong problem-solving and analytical skills.
- Customer-focused mindset with a willingness to learn.
- Ability to work collaboratively in a team environment.
- Basic knowledge of MS Office (Excel, Word, and Outlook).
- Willingness to work in rotational shifts and adapt to a fast-paced environment.
- Ability to manage multiple tasks and prioritize work effectively.
- Strong attention to detail and commitment to accuracy.
Additional Information / Pre-employment Requirements
- Selected candidates will be required to undergo a comprehensive background verification process. This verification may take up to 6 weeks to complete, and the final employment offer/onboarding will be subject to successful verification clearance.
- This role operates in a 24/7 service environment, and candidates should be willing to work rotational shifts, including night shifts, as required.
