Job Description
THE PERSON:
You are customer-focused, adaptable, and comfortable working in a fast-paced, global environment. You are a strong team player who can effectively navigate AI-enabled service delivery models, live agent interactions, and HR case management while collaborating across regions, time zones, and cultures.
KEY RESPONSIBILITIES:
- Serve as Tier 1 HR Contact Center support, handling employee and manager inquiries via HR AI Agent, Live Chat (Live Agent), and case management systems channel
- Review, validate, and resolve AI-assisted cases, ensuring accuracy and seamless employee experience.
- Provide first-level responses to HR-related questions on administrative procedures, policies, and standard practices.
- Utilize HR systems to document, track, and escalate cases in accordance with defined proc...