HR Service Center Representative

Overview

The HRSC Representative is the first point of contact for employee questions on basic payroll, benefits and human resources topics within the Global HR Service Center.

What you'll do

• Provide accurate and timely responses to questions and inquiries received via phone, chat, web or email.
• Utilize available tools and knowledge to consistently respond to questions and educate and coach employees on how and where to obtain information on their own in the future.
• Probe for information to diagnose issues and determine the best course of action to assist the employee with resolution.
• Demonstrate compassion, sound judgement and understanding to diffuse upset employees.
• Properly identify and escalate complex inquiries or issues to the appropriate escalation point via case management tool for research and resolution.
• Solve problems through active listening, troubleshooting and critical thinking.
• Leverage experience from employee interactions to identify points of confusion or lack of knowledge with human resources practices and procedures and recommend changes that lead to increased employee self-service and understanding.
• Recommend process improvements to drive efficiencies and improve the overall employee experience.
• Ensure employee privacy, including confidentiality and protection of sensitive data.

What you'll need

• 1+ years of customer service experience in the HR domain.
• Proficiency with MS Office suite of software (Outlook, Teams, Word, Excel).
• Organized with strong attention to detail.
• Ability to multi-task and demonstrate strong follow-through.
• Excellent written and verbal communication.

Nice to have

• Bachelor's degree in related field of study.
• Previous experience in HR service or contact center supporting HR, payroll and/or benefits.
• Experience with case management or CRM software.

Details

• Location: Gurugram, Haryana, India.
• Work mode: in office at least three (3) days per week, with flexibility to work from home two (2) days per week. Some roles may require additional in-office time.
• Full-time.
• Timings: 8:00p-4:30a.