Human Resources Operations Coordinator Job in Bangalore at Caterpillar Inc.

Caterpillar Inc. is hiring for the role of Human Resources Operations Coordinator!

Responsibilities of the Candidate:

• The incumbent in this job prepares to take on the role of a more senior Customer Support Representative and will begin to gain an understanding of customer needs.  Also becomes increasingly familiar with the company’s processes, systems and methodologies. 
• A more senior Representative and the supervisor/manager typically direct work.  Acts with more independence than the Customer Support Representative I. 
• Duties include meeting expectations in delivering results, learning to consider alternative courses of actions, making timely decisions and developing communication skills, serving as a Subject Matter Expert (SME) for the team’s process, and working with the process owner to update the documentation.
• This role may include some the coordination of non-phone duties, such as the handling of team inboxes, mass update requests, and special business unit requests.
• Verifies each request for completeness, tracking and documenting requests and resolving requests through telephone conversation or email communication. Resolves customer requests by use of knowledge, FAQ database, scripts, tools, computer systems and necessary resources (including partners from inside and outside the Services Center). Reviews and researches requests identifying complex or problematic requests and directing appropriate issues to senior level Customer Support team members. 
• Meets established quality and volume goals by gathering complete information, providing accurate information, entering accurate data into required systems, and maintaining prompt response rates.  Participates in quality improvement projects identifying areas for process simplification and efficiency.
• Ensures every customer interaction is positive by providing consistent information in a courteous, friendly demeanour.
• The position manages the completion of its own work assignments and coordinates work with others.  It also trains and mentors new team members.

Requirements:

• Requires a good understanding of human resource related issues with expertise in more than two human resource areas including an understanding of the various human resource policies, procedures and regulations. 
• German Proficiency with certification is mandate
• The incumbent must be familiar with the organization being served and have problem-solving skills to identify solutions. 
• The ability to maintain confidentiality and excellent interpersonal communication and customer service skills, and computer skills are required. 
• The position typically requires a high school diploma with some advanced education preferred.  In addition, one to two years of progressive job-related experience is required.