Job Description

Note:

  • Specific/ mandatory skills: Excellent communication skills, Good email and telephone etiquettes.
  • Experience range: 6 months to 1 year
  • Open to considering fresher candidates (Yes/No): Yes
  • Open to considering relocation/ non-local candidates (Yes/No): No
  • Contract duration: 6 months
  • Shift timings:  Willing to work in APAC / UK / US shift
  • Number of days work from office: 4 days
  • Preference hiring only diversity candidates (Yes/No): We already have hired around 80% of the female employees, would prefer to have male candidates

 

Description

The team will be responsible for providing first level resolution for all queries related to HR policies and applications. The role requires mastery of a high number of HR topics across APAC / UK and US.

 

Your key responsibilities

  • Handling employee, former employees, HR Advisor, Internal HR solutions team queries on HR products via email and telephone for employees across APAC locations/UKUS
  • Good knowledge of Applications like Workday, Service Now, Oracle PeopleSoft
  • Thorough knowledge of policy queries like PF, UAN & Flexi basket.
  • Responsible for providing resolution to all first level queries.
  • Queries handled should meet 100% quality.
  • Work to established standards on SLA & accuracy standards to ensure completion of transactions, escalation to appropriate teams as necessary and follow-ups to close pending issues.
  • Should have the right attitude towards customer handling.
  • Should be logged in to the Genesys Phone lines and be available for 8 hrs. Considering 1 hr break in the 9hrs login.

 

Your skills and experience

  • Experience in query handling transaction processing preferably in a shared services environment.
  • Exposure to domain areas of HR like Onboarding, Background Screening, Offboarding, Benefits and Data Management, Payroll etc.
  • Good email and telephone etiquettes.
  • Will to work in shifts - APAC, UK & US
  • Good client management and influencing skills.
  • Customer and service orientation with strong focus on process orientation.
  • Ability to follow process specifications across multiple types of transactions/ queries.
  • Sensitivity to accuracy, timeliness and completeness of transactions/queries.
  • Ability to sustain accuracy over repetitive transactions/ queries.
  • Strong follow-through and ownership over closure of issues.
  • Sensitivity to SLA driven approach, accountability based work ethic.
  • Typing skills & good excel skills to be able to do reporting and data analysis.
  • Familiar with the Oracle people soft tool, Service Now, Workday
  • Ability to take ownership and initiative for process improvement.
  • Good Communication and rapport building skills.

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