You will need to ensure best-in-class service is provided by the People Services team to the business by ensuring employees’ queries and work requests are responded to professionally and within predefined Service Level Agreements (SLAs) using Live Chat and tickets on ServiceNow platform.
You are the front ending face of HR to the business as you will interact with employees on a day-to-day basis via Chat and ticket. You are the epitome of customer support.
You will need to ensure all HR transactions are processed on Workday system with 100% accuracy and efficiency.
You will need to increase and promote the use of self-service by creating documentation to add to our HR knowledge database. You will also need to maintain process documentation to align with business process needs, statutory and regulatory changes.
You will build relationships across the business (both inside and outside the HR team) ensuring stakeholders are kept informed and where applicable, consulted, about process change requests that impact their area.
You will work in co-ordination with the Talent Acquisition team to ensure smooth Onboarding of new hires into the company.
Education Required:
Must have Bachelor’s degree
Any stream
2018-2023 batch
Skills Required:
Excellent oral and written communication and people interactions skills
Work independently and own the raised matter till closure
Comfortable working with flexible shifts including weekend. Comp off to be provided in lieu of this. It is 5 days working.
Must be able to communicate effectively at all levels within the organization
Ability to work flexible hours if needed to meet critical deadlines/ attend global meetings, as required.
Ability to positively adapt to process, business, or organizational changes.
You would be responsible for collecting and understanding data from secondary sources (like online websites) based on defined processes.
You will be Minimum 21 Years of age
You must be a Any Degree/Diploma/12th Pass
Previous work experience is not required
Stable Remote Working setup for working on computer – i.e. Internet, Power Supply with backup and availability of personal computer to be used during remote working
Willingness to relocate to Bangalore once work from office restarts
1. You need to Manage all customer interactions as rostered within parameters 2. You have to Demonstrate ownership on calls when contacted by customer 3. You need to Respond to all customers in appropriate tone and language 4. You will Offer a solution-based approach for all customer interactions 5. You need to Educate the customer at every given possible opportunity 6. You need to Ensure updating of product, system, process and policy knowledge 7. You have to Adhere to rostered timing, scheduled shifts and activities 8. You need to Capture customer details and data relevant to the call or service 9. You should Resolve customer queries within agreed timelines
You need to aligned to our Service Desk Voice Support team which is responsible for performing day to day operations while maintaining SLAs & solving queries related to disputes while coordinating with customers.
The management team reviews service requests based on the predefined scope of support, records, diagnoses, and troubleshoots customer raised incidents.
You need to manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.
You need to plays a role of an ongoing interface between client and DXC.
You have to Assist in gathering the required information, to handle customer software, technical quires, troubleshooting and problem solving of end user issues.
You should Manage customer expectations regarding estimated response times for issue resolution, meet SLAs like response and resolution times
by partnering with L2, and L3 teams within the organization.
You have to Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate.
You need to Own customer technical issues from initial report to resolution, communicating the customers regularly regarding issue status.
You must Monitoring the given tasks as needed.
You need to Ensures compliance with internal processes and standards for IT Support.