HRO Voice Associate

Jobography Recruiting Services; Thane; On-site; INR 300,000 - 420,000; Full time

Job summary

Jobography Recruiting Services in Thane, Mumbai is seeking a customer-focused professional to join its Tier 1 HR Helpdesk team. You will handle HR-related queries from employees, line managers, vendors, and third parties through primarily inbound calls.

Applicants must have mandatory international voice process experience, excellent communication skills, and the ability to resolve queries within defined SLAs. Work from office, five days a week, with rotational US night shifts.

Qualifications

• International voice process experience is mandatory.
• Graduate in any discipline.
• Excellent verbal and written communication.
• Typing speed 30 WPM with high accuracy.

Responsibilities

• Handle Tier 1 HR-related queries via inbound calls.
• Provide first-level support to employees, managers, vendors, and third parties.
• Log call details and resolutions in the ticketing system.
• Ensure first-call resolution while meeting SLA targets.
• Maintain data privacy and information security.

Skills

International voice experience

Communication skills

MS Office

Typing 30 WPM

Education

Graduate

Tools

ServiceNow

Remedy

Avaya

Job description

Eligibility: Candidates with international US voice process experience are encouraged to apply. International voice process experience is mandatory; domestic voice experience alone will not be considered.

Job Location: Thane, Mumbai

Experience: Minimum one year of experience into international voice

Qualification: Graduate in any discipline

Work Mode: Work from Office (5 Days a Week)

Shift: Rotational 24/7 shifts primarily US night shifts

Job Overview

We are looking for customer-focused professionals to join our Tier 1 HR Helpdesk team. The role involves handling HR-related queries from employees, line managers, vendors, and third parties through primarily inbound calls. Candidates must have mandatory international voice process experience, excellent communication skills, and the ability to resolve queries accurately within defined SLAs.

Key Responsibilities

• Handle Tier 1 HR-related queries concerning HR policies, employee data, payroll, benefits, learning and development, time and attendance, and other HR services.
• Provide first-level support to employees, line managers, vendors, and third parties.
• Resolve queries by following standard operating procedures (SOPs), defined guidelines, and the available knowledge base.
• Log all call details, query information, and resolution notes accurately in the ticketing or case management system.
• Ensure first-call resolution wherever possible while meeting quality, productivity, and service-level targets.
• Maintain strict compliance with data privacy, confidentiality, and information security guidelines.
• Troubleshoot issues, ask relevant probing questions, and research solutions to resolve employee queries.
• Maintain high customer satisfaction and recommend process improvements wherever appropriate.

Mandatory Requirements

• Graduate in any discipline.
• International voice process experience is mandatory.
• Domestic voice process experience alone will not be considered.
• Excellent verbal and written communication skills.
• Basic computer knowledge, including MS Office applications.
• Typing speed of 30 WPM with 100% accuracy.
• Willingness to work in rotational 24/7 shifts, primarily US night shifts.
• Willingness to work from the office five days a week; remote work is not available.

Preferred Skills

• US voice process experience.
• International HR Helpdesk or HR customer support experience.
• Knowledge of HR systems, applications, and case management tools such as ServiceNow or Remedy.
• Familiarity with telephony tools such as Avaya.
• Understanding of service-level agreements (SLAs) and ticket management processes.

Required Competencies

• Strong customer service orientation.
• Excellent probing, problem-solving, and decision-making skills.
• Logical thinking and attention to detail.
• Effective troubleshooting and research skills.
• Ability to learn new tools and processes quickly.
• Strong interpersonal skills and a commitment to quality and accuracy.