HR Representative

Overview

Serve as the initial point of contact for employees and manage HR inquiries through phone, email, and a case management system. Resolve general HR questions and transactions while ensuring timely, accurate, confidential service delivery.

What you'll do

• Act as the initial point of contact for employees and manage HR inquiries.
• Respond to requests received via phone, email, and the case management system.
• Create and update cases in the case management system for every inquiry.
• Resolve general HR questions and transactions related to policies, processes, and systems.
• Escalate complex or specialized cases to Tier 2 or CoEs as needed.
• Assist employees in navigating HR systems and documents such as policies, guides, and FAQs.
• Monitor open case queues to ensure timely assignment, resolution, and closure.
• Process administrative HR transactions outside of the case management system.
• Ensure employee privacy and confidentiality in all interactions.
• Provide feedback on recurring issues and recommend process improvements.
• Build effective working relationships with peers, management, and field HR teams.
• Prioritize and organize inquiries to ensure timely and accurate service delivery.
• Demonstrate initiative in learning and navigating a document-heavy HR knowledge base.

What you'll need

• 2–3 years of experience in a customer service, call center, or shared services environment.
• Strong oral and written communication skills.
• High attention to detail and ability to multitask.
• Experience with HR technologies such as Workday/Success Factor, ServiceNow, or similar platforms.
• Proficient in Microsoft Office tools (Word, Excel).
• Dependable and punctual with a strong sense of accountability.
• Customer service orientation.
• Problem-solving and escalation judgment.
• Team collaboration.
• Adaptability and learning agility.
• Professionalism and discretion.

Nice to have

• Exposure to HR processes and systems.
• Multilingual capabilities are a plus in global environments.

Details

• Location: Mumbai, India.