T3 - Analyst Customer Service

Analyst Customer Service (T3)

At Alight, we believe a company's success starts with its people. Our values are to Champion People, Grow with Purpose, and Be Alight. Our team's expertise in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life. With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.

The Analyst - Customer Service represents the Service Center which is responsible for delivering timely and accurate customer service through any / all the mediums i.e. on phone, web chat. The Customer Service Specialist post Go-Live / Certification is required to be an efficient communicator who is well versed with CS tools, domains, client plans and provisions. He / she reports to the assistant manager and may be aligned to one or multiple clients across various domains. She / he is required to effectively communicate complex client plans and provisions aimed at driving first call resolution. She / he is expected to provide effective solutions within the scope of defined client plans and provisions helping the participants make an informed decision. He / she will be required to adhere to Client Level & internal Service Level Agreements' and creates a positive participant experience through their knowledge, personal service, confidence building and timely resolution. This role may be leveraged across multiple teams.

Responsibilities

• 100% of production time to be spent logged in on calls
• Answer calls with an approach to deliver positive customer satisfaction
• Articulate complex client plans and provisions in a simplified and understandable manner helping participants make an informed decision
• Maintain internal & client defined quality on calls
• Understands and contributes positively in meeting client SLA's & targets
• Adheres to Customer Service Attendance & Accountability policies
• Ensures Customer Service Representative, Team & Client level targets (Customer Satisfaction, Service Level %, Average Handle Time, Session Time, Wait Time, Abandon Rate, Call back timeliness etc.) are met or exceeded consistently
• Take complete ownership of self-learning & development
• Ensuring proper documentation and follow-ups and follow SOP's
• Helps in identifying issues, process delays, and quality problems and recommends solutions and executes
• Work with leads to ensure delivery in accordance with standard operating procedures

Requirements

=55% (No Gaps / Failure throughout Graduation)

We offer programs and plans for a healthy mind, body, wallet and life because it's important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options.

Alight is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful. At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive.

Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

Applicants for employment in the country in which they are applying must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.