Customer Support Services Specialist
On-site · Hyderabad, Telangana, India
Job Summary
The role serves as the initial point of entry for customer inquiry resolution (via phone, email, chat, or service cases) on a wide range of human resources related topics, providing an incredible client experience in a contact center environment by answering and documenting inbound communications with emphasis on first contact resolution. Responsibilities include resolving customer issues and inquiries in payroll, benefits, and HR, triaging and escalating complex issues to subject matter experts, documenting interactions in the CRM (Salesforce), managing open cases to resolution, and meeting defined performance metrics while delivering timely, accurate, and empathetic service. The position is 100% in office in Hyderabad, India, and requires flexibility to support a 24/7 schedule.
Required Qualifications
- Graduate education
- Fluency in English - Advanced
- Knowledge of US Payroll, Benefits, or HR - Basic
- Proficiency in Microsoft Office Suite, PeopleSoft and Salesforce
- Knowledge of contact center technologies (Telephony, CRM, Call Monitoring, Workforce Management)
- Ability to follow established procedures accurately and timely
- Ability to maintain confidentiality of corporate data
- Strong verbal and written communication skills
- Ability to work in fast-paced environments and manage multiple priorities
- Ability to work US daytime hours (5 AM to 5 PM PST)
- Willingness to work in a 24/7 shift environment including night shifts, weekends, and holidays
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