SR EXECUTIVE -H2R

KOHLER India; Maharashtra; On-site; INR 400,000 - 600,000; Full time

Job summary

KOHLER India is seeking an HR Service Desk professional to support employees with inquiries via phone, chat, and email, documenting interactions in the ticketing system and ensuring timely closure of cases. The role requires navigating SOPs, policy docs, and HR systems such as Workday and SNOW, with an emphasis on privacy and compliance.

The ideal candidate has 2–4 years in HRSS or contact centers, strong de-escalation skills, and a solid understanding of Hire-to-Retire processes.

Qualifications

• 2–4 years in a contact center/HR Shared Services
• Experience handling high-volume employee or customer interactions via phone, chat, email, or ticketing channels
• Proficient in call documentation, de-escalation, and clear closure of inquiries
• Experience with HR systems such as Workday and ServiceNow (SNOW) is preferred
• Comfortable navigating SOPs, FAQs, policy documents, and process maps

Responsibilities

• Provide empathetic, professional assistance to employees across multiple channels
• Document, categorize, route, and close cases accurately in the ticketing system
• Maintain SLA-driven performance with accurate case handling and compliance
• Assist with HR processes (Hire-to-Retire) and related Shared Services operations
• Protect data privacy and adhere to information security standards

Skills

Empathy

Patience

Active listening

Call handling

De-escalation

Ownership

Professional communication

Education

Bachelor's degree in HR/BA

Tools

Avaya

ServiceNow

Workday

myHR

Microsoft 365

Job description

Empathy, patience, active listening, call handling, de-escalation, ownership, and professional communication.

HR Process Awareness

Basic understanding of H2R processes, policies, and HR Shared Services ways of working.

Contact Center Operations

Experience with queue management, multi-channel support, call documentation, call control, and service level expectations.

Case Management

Ability to document, categorize, route, and close cases accurately.

Sound judgment to resolve, redirect, route, or escale based on defined rules.

Confidentiality

Strong data privacy, authentication, and information-sharing discipline.

Technical / Functional Knowledge

• French and english Speaking is must have
• Basic understanding of Hire-to-Retire processes and HR Shared Services operating models.
• Ability to navigate SOPs, FAQs, policy documents, knowledge articles, and process maps.
• Comfortable using Microsoft 365 tools and HR service management platforms.
• Knowledge of HR systems such as Workday, HCM and Service Now (SNOW) is preferred.
• Awareness of data privacy, authentication, audit, and information security expectations.

Qualifications and Experience

Education

• Graduate/Bachelor's degree in Human Resources, Business Administration, Business Operations, or a related field preferred.

Experience

• 2-4 years of experience in a contact center, HR Shared Services, employee support, customer service, or service desk environment preferred.
• Prior experience handling high-volume employee or customer interactions through phone, chat, email, or ticketing channels preferred.
• Ability to manage call flow, active listening, probing questions, de-escalation, and clear closure of associate inquiries.
• Experience working with Avaya/other telephony tool, ServiceNow, Workday, myHR, Service Now (SNOW) or another HR case management / ticketing platform preferred.
• Experience operating in an SLA-driven environment with quality, documentation, and compliance expectations preferred.
• Experience supporting global or multi-region employees preferred.