Associate People Experience Specialist

Primary Responsibilities:

Responsibilities are distributed in these mentioned categories - Processing of Web and Chat cases. Handling Employee inquiries through calls as well

• Web Cases, Web Chat and handling Inbound Calls
  • Work on the Web cases, Web Chat request in line with the SLA
  • Handling Inbound calls
  • Framing of cases and keep track of TAT/SLAs
  • Provide with resolution to employees queries with complete documentation
  • Adhering to all US SOPs and case formats/protocols
  • Educate employees regarding the available resources to promote self-service
  • 24/5 days rotational shifts
• Contact Center Support
  • Provide support to employee contact center with complete documentation in line with set guidelines
  • Understanding US culture and its appropriate implementation to individual approach and case processing
• Others
  • Take initiatives and learn or share Senior Advisors responsibilities.
  • Report upgradation need in the solution/process
  • Engage in Trainings for individual development
  • Acquire Subject Matter Expertise (SME) in key topics
  • To cultivate and maintain healthy relationships, ensuring smooth communication with US counterparts
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Graduate
• Experience in international voice operations or HR Direct or Service Now
• Proven excellent communication skills
• Proven comfortable with 24/7 days shifts