Customer Operations- Service Desk Voice Support - mumbai

Staffing Services; Mumbai; On-site; INR 300,000 - 600,000; Full time

Job summary

Staffing Services in Mumbai seeks a Customer Operations - Voice/Help Desk professional to manage inbound interactions, log cases in the ticketing system, and guide users on the self-service portal. The role emphasizes security verifications and quality in line with GDPR guidelines.

You will support recruitment onboarding, update personal records, assist with timesheets and payroll questions, verify employment, and help managers with recruitment tasks while ensuring SLAs and consistent, clear

Qualifications

• Provide recruitment and onboarding support to new employees
• Updating personal records (Address, Name, emergency contact details) of the employees
• Helping employees process their timesheets, updating payroll records and answering paystub related questions
• Helping employees obtain their verification of employment
• Helping hiring managers in the recruitment process
• Manage employee grievance queries
• Administer or change benefits, health plans, retirement plans, etc.

Responsibilities

• Handle inbound calls/emails/chats and log cases correctly in the ticketing tool
• Walk customers and provide navigational support on the self-service portal
• Ensure security verifications as per company policies and GDPR guidelines
• Place outbound calls to customers as required following guidelines
• Maintain high data and call quality standards while meeting targets
• Contribute to the team through open communication with peers and supervisors
• Follow all policies and procedures (personnel and operational)
• Keep process repositories (DTPs, Knowledgebase, SharePoint) updated with current processes
• Maintain regular and punctual attendance as per policy

Job description

Receive inbound Calls/Emails/Chats and ensure that cases and interactions are logged correctly in the ticketing tool.

• Walk customers/ Provide navigational support on self service portal
• Ensure security verifications are carried out per company policies and procedures and is lines with the GDPR guidelines
• Place outbound calls to customers when required in line with Client / Company guidelines
• Work productively whilst maintaining exceptional call/data quality standards in line with targets
• Contribute to the team through open and regular communication with peers / supervisors
• Adhere to all company or departmental policies and procedures (personnel and operational)
• Keep the process repositories like DTPs, Knowledgebase, SharePoint updated with the current process
• Maintain regular and punctual attendance in line with company policies and procedures

Customer Operations - Voice - Help desk role - ticket resolution

Nature of HR queries to be dealt with:

• Provide recruitment and onboarding support to new employees
• Updating personal records (Address, Name, emergency contact details) of the employees
• Helping employees process their timesheets, updating payroll records and answering paystub related questions thus ensuring that employees are compensated correctly and on time.
• Helping employees obtain their verification of employment
• Helping hiring managers in the recruitment process
• Manage employee grievance queries
• Administer or change benefits, health plans, retirement plans, etc.
• The role is aligned to our Service Desk Voice Support team which is responsible for performing day to day operations while maintaining SLAs & solving queries related to disputes while coordinating with customers. The team reviews service requests based on the predefined scope of support, records, diagnoses, and troubleshoots customer raised incidents. They also manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.