Job
Description
We are seeking a highly communicative and adaptable Workforce Coordinator to serve as a key point of contact for inquiries via phone, email, and chat. This role demands strong critical thinking, exceptional multitasking abilities, and a proactive approach to issue resolution. You will manage support tools, provide timely assistance, and ensure high levels of employee satisfaction. This position requires comfort with rotational shifts , including potential night shift coverage to align with US business hours. We are looking for immediate to 30-day joiners. Roles and Responsibilities Manage support tools including phone, email, and chat, and make outbound calls as necessary. Provide basic entry-level support in a timely and efficient manner. Follow communication procedures, adhere to guidelines, and observe organizational policies. Follow up on all customer requests to ensure a satisfactory conclusion. Employ critical and divergent thinking to navigate tickets and resolve issues efficiently. Provide accurate, valid, and complete information using appropriate methods and tools. Exhibit high energy to multitask and handle emails, chats, and phone calls concurrently. Demonstrate adaptability to change, willingness to learn new methodologies and technologies. Work at high speeds while ensuring 100% accuracy and multitasking effectively. Follow pre-assigned checklists and measure accuracy against established systems. Perform audits as required. Mandatory Qualifications Excellent communication skills , including active listening, strong verbal, and written communication, to clearly inform and influence audiences internally and externally. Critical Thinking and the ability to multi-task, prioritize, and manage time effectively . Comfortable working in Rotational Shifts . 3 to 5 years of experience in a customer service or call center environment. High attention to detail and consistent performance, including thorough follow-through. Ability to work in a team and in a fast-paced environment, adapting quickly and efficiently to changes. High levels of integrity and discretion in handling confidential information. Familiarity with various Internet Browsers (Firefox/IE) and Email Clients (Outlook/Gmail). Ability to multitask numerous duties at the same time. Preferred Qualifications Experience with US-based clients . Moderately flexible schedule/availability, with a preference for night shifts. Certifications such as ITIL, SHRM, or equivalent. System knowledge of ADP, ATS, Freshworks Suite/Zendesk/Service Cloud (or other ticketing systems). Any Graduate with experience in an HR Field, Customer Service, or Technical Support (especially if handled US clients). For freshers: Strong communication skills and a thorough understanding of customer service. Competencies Support and Benefits Expertise Consultation Relationship Management Critical Evaluation Business Acumen Professionalism Problem Solving Ethical Practice Global & Cultural Awareness
