• Work effectively across a variety of communication channels (LIVE/WEB CHAT (primary), emails, live chat, case management tool, etc.) with a strong focus on creating a positive customer experience and provide first level support of all inbound chats • Hands on experience on working on HR applications Workday, Service Now, Fusion, PeopleSoft, Ramco • Excellent verbal and written communication skills • Maintaining data in Workday pertaining to employee life cycle such as Promotion, Transfer, Contract extension, Title change, Probation & other job change transactions • Demonstrate high proficiency in HR processes and standard operating procedures with ability to resolve complex queries • Resolve Tier 1 queries and transactions related to core HR processes • Escalating the burning issues at the right moment • Ability to resolve employees complaints and requirements amicably and smoothly, following set processes, protocols and utilizing knowledgebase articles to provide support. • Ensuring quality responses to all queries and complaints; maintaining and adhering to quality standards as per laid down SOPs • Following first time right approach in providing accurate resolution and reducing re-open cases • Maintaining the first response time within defined SLAs for Email and Social Media tickets • Communicate and distribute processes, policies, and other relevant documentation to employees needed to resolve the query/ issue • Adhere to and demonstrate high proficiency in agreed KPIs, SLAs, and customer service standards • Handle escalations from process partners, HRs and provide RCA plan. • Ownership of team deliverables in absence of Team Lead • Quality Check on the Key/Critical HR transactions processed by team as defined in the Quality framework • Assist with building and maintenance of a Knowledgebase for Case Management • Provide continuous feedback to peers, Leads and HR partners about internal employee service trends and opportunities to improve • Ownership of client calls with the AMER process partners on a regular basis and ensures required documentation • Update/Review SOP’s and Process Maps of related HR processes • Escalate complex queries to appropriate owner (inside or outside of HR) • Ability to challenge the status quo and implement process improvements to enhance the end user and HR partner experience
Salary: Not Disclosed by Recruiter
Industry:BPO / Call Centre
Functional Area:Administration & Facilities
Role Category:Facility Management
Employment Type:Full Time, Permanent
Windows Consultants Pvt. Ltd.
Windows Consultants Pvt. Ltd
Contact Company:Windows Consultants Pvt. Ltd.
Address:Windows Consultants Pvt. Ltd Gurgaon