HR Coordinator

Wipro•Mountain View, CA

14d

About The Position

The role provides technical support to the process by resolving client issues directly or escalating them in a timely manner to meet process SLAs. The HR Coordinator manages transactions according to required quality standards, responds to client requests through telephone and email, records and tracks queries and resolution steps, and follows standard procedures and contractual SLAs. The position also provides courteous product support and troubleshooting, documents customer interactions, identifies trends and serious issues, and helps maintain self-help resources. The role includes ongoing product training and collaboration with team leaders to identify training needs and maintain operational excellence and customer service.

Requirements

1–3 years of experience.
Mandatory skill: HRO.

Responsibilities

Manage process transactions in line with required quality standards.
Respond courteously to incoming client help requests by telephone and email.
Record relevant end-user details and document, track, and update queries and resolution steps in the designated systems.
Maintain availability in the RAVE system to support process productivity.
Follow standard procedures and resolve client queries according to contract SLAs.
Use internal knowledge bases, resources, and FAQs to support problem resolution.
Learn product details and provide product support, troubleshooting, and guidance on product menus and features.
Analyze call logs to identify recurring trends and help prevent future problems.
Maintain and update customer self-help documents.
Identify serious client issues and escalate them to the Team Leader when resolution is delayed.
Provide product information and disclosures before and after calls or email responses, and comply with service agreements.
Accurately process and record incoming calls and emails using designated tracking software.
Offer alternative solutions when appropriate to retain customers and client business.
Communicate clearly and professionally with clients, and follow up with scheduled callbacks to gather feedback and ensure SLA compliance.
Complete product and other client-required training, and keep job knowledge current through self-learning.
Work with team leaders to identify training themes and learning issues.
Meet process and quality standards, process-level SLAs, productivity and efficiency measures, and customer feedback expectations.