HR & Customer Support Associate

About the Role

FreeElective Network Pvt. Ltd., based in Chennai, operates Jodi365.com, a premium, personalized matchmaking service. We are seeking an HR & Customer Support Associate to manage all HR matters and provide customer support. The role requires integrity, a strong work ethic, and the ability to build positive relationships. The work location is FreeElective Network's office in Chennai, with the option for remote work.

Key Responsibilities

Recruiting

• Consult with managers to discover staff requirements and specific job objectives
• Write and post job descriptions on appropriate career websites and university job boards
• Source candidates by using databases and social media
• Evaluate and screen resumes and cover letters
• Use recruiting tools like tests and assignments to assess candidates' skills
• Conduct phone, video, and in-person interviews and update the recruiting pipeline
• Provide a shortlist of qualified candidates to hiring managers
• Perform reference checks on shortlisted candidates
• Act as a point of contact and build influential candidate relationships during the recruiting process

Onboarding

• Communicate with new hires before their start date and process employment paperwork
• Conduct orientation sessions and update personnel records
• Add new employees' information to the company's payroll system
• Liaise with internal teams to create corporate user accounts for new employees
• Provision welcome kits, including employee ID cards and office key cards, laptops, and stationery

Employee Relations

• Update the employee handbook periodically and ensure awareness of company policies
• Act as the point of contact when employees have queries or job-related issues
• Resolve internal conflicts through positive and professional mediation
• Manage workplace investigations, disciplinary, and termination procedures
• Maintain employee and workplace privacy

HR Administration

• Organize and maintain personnel records
• Manage compensation and benefits plans
• Oversee employee attendance and working schedules, including paid time off, overtime, and breaks
• Respond to internal and external HR-related inquiries or requests and provide assistance
• Liaise with other departments or functions, including payroll and benefits
• Arrange travel accommodations and process expense forms and approved reimbursements
• Liaise with external partners, such as insurance vendors, to optimize benefits and to ensure legal compliance
• Assist supervisors in performance management procedures

Customer Support/Operations

• Review submitted user profiles to ensure that they comply with our code of conduct and terms of service
• Communicate established terms, seeming violations, and required edits to users and also respond to user enquiries and complaints clearly, objectively, and patiently
• Maintain intimate knowledge of our service and exercise good judgment in interactions with users
• Preserve our customer base by proactively communicating with customers and promoting the value of our services
• Track user feedback and work with the customer support manager and community manager to update the online Help Center
• Work closely with the customer support manager to resolve user issues efficiently
• Take on other functions as assigned, including operations and customer support
• Assist management team in ensuring efficient progress of workflow and transforming business visions into reality

Requirements & Tech Stack

• Human resource management (HRM) experience, including one or more of office administration, recruiting, onboarding, conflict resolution, and disciplinary processes
• Excellent verbal and written communication skills in English
• Competency in the use of office productivity software (e.g., Excel, Google Sheets)
• Genuine interest in helping our users
• Bachelor's degree in human resources, organizational psychology, or similar field
• Fluent in at least one regional Indian language
• Ability to excel in a metrics-driven environment
• Familiarity with software tools for HRM systems, applicant tracking systems (ATS), and customer relationship management (CRM)
• Hand-on experience with recruiting, including resume screening, phone interviewing, and reference checks
• Team player with sound judgment and strong organizational skills
• Organized and detail-oriented individual who works well with deadlines
• Willingness to learn, switch roles as necessary, and to roll up one's sleeves to get a job done
• Self-starter with the ability to work independently in a fast-changing environment
• Energized by the opportunities and challenges of working at a small and growing company