Primary Responsibilities

📍Act as the initial point of contact for employee and manager HR inquiries 📍Respond to requests received via chat, email, and case management system 📍Create and update cases in the case management system for every inquiry 📍Resolve general HR questions and transactions related to policies, processes, and systems 📍Escalate complex or specialized cases to Tier 2 or CoEs as needed 📍Assist employees in navigating HR systems and documents such as policies, guides, and FAQs 📍Monitor open case queues to ensure timely assignment, resolution, and closure 📍Process administrative HR transactions outside of the case management system 📍Ensure employee privacy and confidentiality in all interactions 📍Provide feedback on recurring issues and recommend process improvements 📍Build effective working relationships with peers, management, and field HR teams 📍Prioritize and organize inquiries to ensure timely and accurate service delivery 📍Demonstrate initiative in learning and navigating a document-heavy HR knowledge base

Qualifications

📍2–3 years of experience in a customer service, call center, or shared services environment 📍Proficiency in English is required; additional multilingual capabilities are highly valued in global environments. 📍Proficient in Microsoft Office tools (Word, Excel) 📍Exposure to HR processes and systems (preferred) 📍Experience with HR technologies such as Workday, ServiceNow, or similar platforms (preferred) 📍Strong oral and written communication skills 📍High attention to detail and ability to multitask 📍Dependable and punctual with a strong sense of accountability

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