Customer Support Executive – Inbound Voice (US HR Shared Services)

Role Summary

eClerx is hiring a Customer Support Executive for a blended US Human Resource Service Delivery (HRSD) contact center process. The role is based in Chandigarh and involves supporting employees across the United States through inbound voice calls, chat, and ticketing. This position focuses on delivering accurate HR assistance while maintaining confidentiality, compliance, and a high standard of customer experience.

Work Schedule

This is a night-shift role aligned with US time zones.

Key Responsibilities

• Respond to inbound calls from US-based employees seeking help with HR-related matters.
• Support employees through chat and ticketing channels as part of a blended service model.
• Assist with HR topics such as payroll and compensation, benefits and insurance, attendance, policy queries, onboarding, offboarding, and employee access or data requests.
• Record, update, and monitor cases accurately in HRMS or CRM tools.
• Follow US compliance requirements and data privacy standards while handling employee information.
• Deliver a professional, empathetic, and resolution-focused service experience.
• Work toward key performance metrics including quality, AHT, FCR, SLA adherence, and productivity goals.

Eligibility and Experience

Candidates should be graduates from any discipline. An MBA or HR background is preferred. The role is open to applicants with 0 to 4 years of experience in US BPO or contact center environments, preferably with exposure to HR processes. Strong spoken English with a neutral accent is mandatory, along with solid written communication for chat and ticket handling. Familiarity with US workplace culture and basic knowledge of US HR operations will be helpful. Applicants must be comfortable working night shifts, and immediate joiners are preferred where applicable.

Skills Required

• Customer-focused service approach
• Voice communication and call handling
• Chat and ticket management
• HR case logging and tracking
• Data confidentiality and privacy awareness
• Active listening and probing
• Problem solving and critical thinking
• Multitasking across channels
• Professional communication
• US HR process understanding

Growth and Benefits

This opportunity offers exposure to US HR operations and global HR practices. It can help build a career in HR Shared Services and may lead to roles such as HR Operations Specialist, Quality Analyst, Workforce Management, or Team Leader. The position also includes performance-based incentives and structured learning programs.

About eClerx

eClerx delivers business process management, automation, and analytics services to Fortune 2000 companies across sectors such as financial services, communications, retail, fashion, media and entertainment, manufacturing, travel and leisure, and technology. Founded in 2000, the company is listed on the Bombay and National Stock Exchanges of India and has a workforce of 13,000 employees across Australia, Canada, Germany, India, Italy, the Netherlands, the Philippines, Singapore, Thailand, the UK, and the USA.