HR Helpdesk Agent – International Voice Process

Location: Mumbai
Experience: 1–6 years
Band: BPO 1 / 2 / 3
Education: Graduation mandatory
Work Mode: 5 Days Work from Office
Shift: 24×7 rotational shifts, primarily US night shifts
Exclusion: Ex-TCS employees are not eligible

Job Description

We are hiring HR Helpdesk Agents to provide Tier 1 HR support to employees, line managers, vendors and third parties through primarily voice-based interactions. The role involves resolving queries related to HR policies, employee data, payroll, benefits, learning and development, and time and attendance while maintaining service quality, data privacy and first-call resolution.

Key Responsibilities

1. Handle Tier 1 HR helpdesk queries through international voice support and follow established procedures and knowledge-base guidelines.

2. Resolve employee queries related to HR policies, payroll, benefits, employee data, learning and development, and time and attendance.

3. Record customer interactions accurately in ticketing and case management tools, ensuring proper documentation and timely follow-up.

4. Maintain data confidentiality, comply with data privacy requirements and meet SLA and quality standards.

5. Demonstrate strong probing, troubleshooting and problem-solving skills to achieve first-time query resolution.

Mandatory Requirements

• Graduate in any discipline.

• 1–6 years of relevant experience.

• International Voice Process experience is mandatory.

• Domestic Voice Process experience alone is not acceptable.

• Excellent verbal and written communication skills.

• Basic MS Office and computer knowledge.

• Typing speed of 30 WPM with 100% accuracy.

• Willingness to work 24×7 rotational shifts, primarily US night shifts.

• 5 days Work from Office is mandatory.

• Ex-TCS employees are not eligible.

Preferred Skills

• US Voice Process experience.

• International HR Helpdesk experience.

• Knowledge of ServiceNow, Remedy or other case management tools.

• Understanding of SLAs and telephony tools such as Avaya.

Recruiter Note: PAN and DOB are required for profile creation.