Between 0-2 years of experience

Candidate with an experience in any of below vertical:-

1) Customer Service- (ITES/Aviation/Hospitality)
2) HR Helpdesk or Employee services,
3) Email/Chat/voice based support


Preferred:-

HR Domain
Proficiency in Google Suite (preferred) and/or MS Office, including Word and Excel

Customer Orientation, Centricity and Communication
• Exceptional customer service focus, including attention to detail and producing quality results
• Strong communication with superior verbal and written skills. Experience in wiriting Emails & Chat is preferred
• Ability to comprehend complex and variable Customer Queries
• Ability to summarize the situation and be able to articulate the response on the Query received
• Takes end-to-end Ownership and accountability of Customer Issues for resolution
• Ability to gauge the Customer's sentiments & emotions

Problem Solving and Decision making
- Attention to detail
- Ability to unpack customer issue - Layer by layer
- Ability to navigate through unknown and look for solution
- Understand the root cause of the issue and ability to assess downstream impact to other processes
- Not hesitating to seek help, probing and going the extra mile to solve Googler issue
- Ability to do diagnostic work and process information logically
- Ability to make informed decisions (beyond structured setup ) in a timely manner with an understanding of the decision outcome
e.g- seeking support and additional information from other stakeholders and communicating the solution to requestors back

Aptitude & Logical Reasoning
• Ability to intrepret Customer's situation and connect the dots to the available resources & solution
• Requires good analytical skills in order to validate complex & dynamic queries
• Ability to prioritize & organize tasks


Ownership & accountability
- Ability to take end-to-end ownership of a task and see it through completion
- Manage multiple handoffs and information flow from diverse sources
- Demonstrate accurate application of logical and analytical reasoning towards performing while data processing



FLEXIBLE WORK APPROVALS
- Address Flexible work approval requests and validating based on predefined guidelines and protocols
- Provide support based on available resources and triage requests to respective POC for approvals (as per process requirements)
- Provide final confirmation on request post successful validation
- Prepare Flexible work specific documentations, review for accuracy managing document ratification
- Manage system specific data changes due to Flexibel work approvals ensuring zero impact to payroll
- Coordination with multiple stakeholders to manage escalations, sensitive inquiries, exception requests
LEAVE INFORMATION APPROVALS
- Receive Leave request approvals and validate against pre-defined guidelines
- Check for leave information mapped in system and validate for regional compliance and business rules
- Approvals and confirmation of request post validation
- Interpretation of request and supporting requestor with available resources and guidance (as the case may be)

What we do ;
• Understand the context on query, determine the exact ask from requestor, research or troubleshoot the request and draft response as per defined guidelines
• Monitor and own the assigned cases/ tickets and ensure successful processing of the same adhering to the defined SLAs and case priority
• Receive, review, and process all relevant documentation attached in the queries pertaining to leave of absences, employee status changes etc.
• Participate and manage transactional activities pertaining to query resolution & follow-ups on information from required stakeholders
• Performing self checks on processed cases before responding to requestors to ensure response / actions are as per agreed standards
• Perform concentrated data entry related to specific data quality initiatives such as updating or correcting employee information on internal tools and applications
• Enable to build & maintain SOP's by ensuring new learnings / scenarios are duly highlighted to the Process SMEs/ Leads to help knowledge capture
• Identify improvement opportunities to strengthen/ streamline existing processes following a continuous improvement culture

How we do :

• Ensure Standard Operating Procedures (SOP's) guidelines are followed accurately during query resolution
• Ensure policy guidelines are accurately interpreted to Employees query and responded / actioned
• Adherence to customer experience guidelines while responding to tickets
• Follow FIFO principles while processing tickets

Graduate (Tech/ Non Technical background)
* Technical profile (e.g BE/B.Tech) considered with operational background