Associate – P&C Service Operations

Role Overview

• Provide outstanding customer service by addressing P&C inquiries from employees, managers, and P&C partners via email, chat, phone, and AI-supported channels.
• Resolve inquiries accurately and efficiently by using knowledge articles, HR systems, chatbot platforms, and AI-assisted knowledge tools.
• Manage and document cases using a centralized case management system, ensuring timely resolution or appropriate handling of complex customer concerns.
• Handle HR transactions by collecting and verifying required information from employees, managers, or HR partners.
• Communicate HR policies, programs, and procedures clearly, translating complex topics into easy-to-understand mentorship.
• Effectively manage workload to meet established service level agreements (SLAs).
• Maintain accurate and complete documentation of customer interactions and resolutions in the helpdesk system.
• Assist in launching and regularly refining AI-enabled service tools and chatbot solutions to boost speed, consistency, and quality of responses.
• Identify recurring inquiry patterns and contribute to chatbot content, knowledge articles, and response templates to promote self-service and reduce repeat inquiries.
• Review AI
• or chatbot-generated responses to ensure accuracy, tone, policy alignment, and compliance.
• Collaborate with internal teams to identify gaps, trends, and opportunities to improve knowledge content, chatbot workflows, and employee support journeys.
• Use service data and reporting insights to help improve service delivery, employee experience, and digital support channels.
• Ensure the responsible, secure, and compliant use of AI tools while safeguarding confidential and critical employee information.

Requirements

• Bachelor’s degree in IT, Business, or a related field, or equivalent experience in practice.
• Strong verbal and written communication skills in English.
• Prior experience in an HR contact center, shared services, or operations environment supporting HR or P&C inquiries and transactions (preferred).
• Genuine interest in working within People & Culture or HR operations function.
• A customer-first approach with adaptability and flexibility.
• Proven ability to multitask, prioritize, and deliver high-quality work in a constantly evolving environment.
• Demonstrated ability to handle sensitive and confidential employee information with discretion.
• Comfortable working independently with minimal supervision.
• Skilled in using knowledge guides and reference materials to research and resolve inquiries.
• Proficient with digital tools, HR systems, and technology-enabled support platforms, including chat and AI-assisted tools.
• Curiosity and enthusiasm for new technologies such as AI, automation, and chatbots to improve employee support and operational efficiency.
• Good judgment to verify information, identify issues requiring customer concern, and ensure AI-supported outputs meet quality, policy, and compliance standards.
• Experience contributing to knowledge management, chatbot content, service improvement, or process optimization is an advantage.

Benefits

• Robust benefits package