About the role
About Us
At Kohler, our mission is to help people live gracious, healthy, and sustainable lives. We believe that empowering our associates is essential to making this vision a reality. That’s why we invest in personal and professional growth, encourage collaboration across teams and functions, and offer a comprehensive wellness package that supports the well-being of every team member.
Kohler is an equal opportunity employer. Along with competitive compensation and benefits, we offer something more enduring—a legacy built on bold innovation, creative excellence, and a deep commitment to our people and communities. Learn more about our culture and career opportunities at www.kohler.co.in/careers.
Our approach to hiring reflects our commitment to Global Inclusion. We recruit, hire, and promote qualified individuals in all roles without regard to race, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, or disability. If you are an individual with a disability and require reasonable accommodation during the recruitment process, please let your recruiter know so we can support you appropriately.
Job Description:
Core Competencies & Skills
Skill Area
Expected Capability
Customer Service
Empathy, patience, active listening, call handling, de-escalation, ownership, and professional communication.
HR Process Awareness
Basic understanding of H2R processes, policies, and HR Shared Services ways of working.
Contact Center Operations
Experience with queue management, multi-channel support, call documentation, call control, and service level expectations.
Case Management
Ability to document, categorize, route, and close cases accurately.
Triage & Escalation
Sound judgment to resolve, redirect, route, or escalate based on defined rules.
Confidentiality
Strong data privacy, authentication, and information-sharing discipline.
Technical / Functional Knowledge
- Basic understanding of Hire-to-Retire processes and HR Shared Services operating models.
- Ability to navigate SOPs, FAQs, policy documents, knowledge articles, and process maps.
- Comfortable using Microsoft 365 tools and HR service management platforms.
- Knowledge of HR systems such as Workday, HCM and Service Now (SNOW) is preferred.
- Awareness of data privacy, authentication, audit, and information security expectations.
Qualifications and Experience
Education
- Graduate/Bachelor's degree in Human Resources, Business Administration, Business Operations, or a related field preferred.
Experience
- 2-4 years of experience in a contact center, HR Shared Services, employee support, customer service, or service desk environment preferred.
- Prior experience handling high-volume employee or customer interactions through phone, chat, email, or ticketing channels preferred.
- Ability to manage call flow, active listening, probing questions, de-escalation, and clear closure of associate inquiries.
- Experience working with Avaya/other telephony tool, ServiceNow, Workday, myHR, Service Now (SNOW) or another HR case management / ticketing platform preferred.
- Experience operating in an SLA-driven environment with quality, documentation, and compliance expectations preferred.
- Experience supporting global or multi-region employees preferred.
Mandatory Skills:
Communication Skills
Location:
Pune
Experience:
2 to 4 years
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