Job Description

Position Name Contact Center Associate Location - Gurugram The Contact Centre Agent will serve as a primary point of contact for both internal employees and external vendors, providing timely and accurate information and resolving queries related to employee benefits, HR policies, and vendor payment matters. This role requires excellent communication skills, problem-solving abilities, and a strong customer service orientation. The agent will utilize various systems and resources to ensure efficient and effective resolution of inquiries, contributing to a positive experience for both employees and vendors. Key Responsibilities: Employee Support (Benefits & HR Policies): Respond to Employee Inquiries: Answer inbound calls, emails, and chat inquiries from employees regarding: Health insurance, retirement plans, and other employee benefits. Leave policies, attendance, and other HR procedures. Payroll inquiries (basic understanding) eg Pay slip , tax computation sheet etc. Employee onboarding and offboarding processes. Provide Information and Guidance: Explain complex benefits and HR policies in a clear and concise manner. Troubleshoot Issues: Investigate and resolve employee issues related to benefits enrolment, claims, and HR processes by coordinating with respective spocs Stay Updated: Maintain up-to-date knowledge of company benefits, HR policies, and relevant regulations basically HR repository Vendor Support (Payment & Invoice): Respond to Vendor Inquiries: Answer inbound calls, emails, and chat inquiries from vendors regarding: Invoice status and payment status. Payment discrepancies and issues. Provide Payment Information: Provide accurate and timely information on invoice processing and payment schedules. Investigate Payment Issues: Research and resolve vendor payment discrepancies and issues, coordinating with the Source to Pay team as needed. General Responsibilities: Maintain Service Levels: Meet or exceed established performance metrics, including call handling time, resolution rate, and customer satisfaction. Utilize Knowledge Base: Utilize and contribute to the knowledge base to ensure consistent and accurate information is provided. Teamwork: Collaborate with other team members and departments to ensure seamless service delivery. Key Skills required : Proven experience in a contact center or customer service role. Strong understanding of HR policies and benefits administration (preferred). Experience with vendor payment processes and invoice management (preferred). Excellent verbal and written communication skills. Strong problem-solving and analytical skills. Ability to handle multiple tasks and prioritize effectively. Proficiency in Microsoft Office Suite. Excellent customer service and interpersonal skills. Ability to remain calm and professional under pressure.