About the role
- International voice process experience - Mandatory - NO domestic voice process experience - US voice process experience - Preferred - Expreince in International HR Helpdesk - Preferred - Good understanding of various HR Systems/ applications and case management tools like ServiceNow, Remedy (preferred) - Understanding of Service level agreements - Understanding of the Telephony tools e.g. Avaya
Behavioral Attributes
- Excellent written and verbal communication skills - Excellent probing, problem-solving and decision making skills. - Logical and efficient, with keen attention to detail. - Strong customer service orientation. - Effective Troubleshooting skills. - Learning agility – Aptitude to venture in to unknown territories. - Good researching skills
Core Role Responsibilities
- Handle Tier HR helpdesk queries in line with the set procedures and knowledge base. Provide HR Helpdesk support to the Employees, Line Managers, Vendors and 3rd parties - Ensure call details are logged in the ticketing tool with proper notes - Ensure data privacy processes is followed with upmost focus - Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures Work Conditions Ability to work 24*7 shift timings. (Mostly US Night Shifts)
No remote working option Qualifications: BACHELOR OF COMMERCE