Role: Customer Service Support Associate — provides support to caregivers on timekeeping exceptions, missed punches, attendance discrepancies, and payroll-related inquiries, ensuring timely issue resolution and a strong customer experience. Reports to the Team Lead, BPS – Community Care.
Key Responsibilities:
- Respond to caregiver inquiries on missed punches, timecard corrections, and attendance exceptions
- Investigate and resolve clock-in/clock-out discrepancies using designated systems
- Coordinate with caregivers, supervisors, branch teams, schedulers, and payroll partners to resolve discrepancies
- Ensure missed punch cases are resolved within SLA timelines
- Maintain accurate case documentation within the ATS
- Support payroll processing by ensuring accurate time submission before cutoffs
- Educate caregivers on timekeeping and attendance procedures
- Identify recurring trends and recommend process improvements
Must-Have Skills/Technologies:
- Microsoft Office Suite (Excel, Outlook, Teams, Word)
- Timekeeping/attendance tracking systems
- ATS (case documentation and tracking)
Good-to-Have Skills/Technologies:
- CRM systems
- Ticketing platforms
- Workforce management systems
- Payroll applications
Must-Have Soft Skills:
- Fluent English (written and verbal)
- Strong customer service and problem-solving skills
- Excellent communication and interpersonal skills
- Attention to detail and data accuracy
- Ability to manage multiple priorities in a fast-paced environment
- Ability to maintain confidentiality with sensitive employee information
Good-to-Have Soft Skills:
- Cultural awareness with diverse populations
- Self-motivation and independent judgment
- Adaptability to changing priorities
- Planning and time management
- Teamwork and accountability
Pay: ₹300,000.00 - ₹625,000.00 per month
Benefits:
Work Location: In person
