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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 

• Graduate (Tech/ Non Technical background) Technical profile (e.g BE/B.Tech) considered with operational background HRO
• Between 0-2 years of experience
• Customer Service- (ITES/Aviation/Hospitality)
• HR Helpdesk or Employee services,
• Email/Chat/voice based support

• 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