Customer Service Executive - HR (Employee Lifecycle Queries)
Birla Management Centre Services
Navi Mumbai, Maharashtra, India · Full Time
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- Experience
- Any
- Salary
- INR 475,000 – INR 650,000 / year
- Openings
- 1
- Posted
- 1 day ago
- Work mode
- In office
- Education
- Any Graduate
- Eligibility
- Graduates in any discipline including B.B.A., B.M.S., B.Sc., B.C.A., B.Com., B.A., and B.Tech/B.E.
- Resume
- Required to apply
Where you'll work
Job description
About the Role
This position serves as a vital contact point for the Aditya Birla Group's global workforce, focusing on internal employee service queries related to the employee lifecycle. The role is based at the Empire Tower, Reliable Tech Park, Airoli, Navi Mumbai, and requires working entirely on-site with Monday to Friday shifts on a rotational 9-hour schedule between 8:00 AM and 8:00 PM.
Why This Position Stands Out
This is not a typical high-stress customer service job; instead of dealing with large volumes of calls from external customers, you will manage a manageable and quality-focused call volume of approximately 15 to 20 inbound HR inquiries daily. The role emphasizes delivering quality assistance and career advancement opportunities within HR shared services.
Key Responsibilities
- Act as the first contact point to handle inbound employee queries related to HR and employee lifecycle matters through voice calls.
- Identify employee needs concerning internal portals or employment lifecycle changes and create accurate service requests accordingly.
- Follow standardized operating procedures to ensure professional handling of all employee inquiries.
- Consistently meet performance benchmarks including average handling time, call wait time, and first call resolution rates.
- Maintain high service quality through periodic call audits aligned with company standards.
Challenges
- Learning and adapting to diverse HR workflows and processes effectively.
- Coordinating efficiently with employees and service teams to collect required documentation.
- Resolving requests swiftly while complying strictly with corporate processes and service level agreements.
Collaboration and Stakeholders
- Work closely with team leads and peers for information sharing and support.
- Maintain regular coordination with technical and service excellence teams.
- Deliver services to employees and business users across the Aditya Birla Group.
Career Growth and Learning
- Access to premier learning and development programs provided by the Aditya Birla Group.
- Opportunities for internal mobility to advance into specialized HR operational roles based on performance and training.
Additional Information
- Job Designation: Executive / Senior Executive
- Department: Contact Center (HR Shared Services)
- Working Days: Monday to Friday
- Shift Timings: Rotational 9-hour shifts between 8:00 AM and 8:00 PM
- Location: Complete work from office at Empire Tower, Navi Mumbai
- Salary Range: INR 475,000 to 650,000 per annum
- Applicant Eligibility: Graduates from any specialization including B.B.A., B.M.S., B.Sc., B.C.A., B.Com., B.A., B.Tech / B.E.