Associate

5 months ago

Kochi, India Alight Full time

A **CMA Associate** is the initial customer contact for our Human Resources Outsourcing (HRO) customers. This vital role will interface with customers via inbound calls and/or outbound calls for the purpose of resolving routine problems and/or provide services. Key responsibilities of the role include:

- Simple information inquiries
- Dispatching tickets when unable to resolve within group
- Data input that can be done as 1st contact resolution (real-time communication channel)
- Answer and greet customer’s calls in a courteous, friendly and professional manner using Alight policies, procedures and/or practices.
- Listen attentively to customer needs/concerns; demonstrate empathy.
- Clarify customer requirements; probe for and confirm understanding of requirements and/or problem as the first contact resolution.
- Confirm customer understanding of the solution and provide additional customer assistance/education, as needed.
- Prepare and complete accurate work and update customer ticket/file via system.
- Conduct correspondence with customers and team members.
- Communicate effectively with individuals/team to ensure high quality and timely expedition of customer requests.
- Effectively transfer misdirected customer requests to the appropriate party.
- Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
- Participate in activities designed to improve customer satisfaction and business performance.
- Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.
- Offer solutions to issues that are often non-standard/non-routine and require some clarification.
- Maintain a broad knowledge of Alight services (HR Administration, Talent Administration etc.)
- Activities involve different and unrelated processes and methods.
- Unusual or complex situations and problem solving are deferred to higher levels for approval prior to implementation.
- Direction is provided on assignments with incumbent determining appropriate use of established methods, tasks and priority.

Some scope in determining priority or approach to work in absence of established procedures but guidance is readily available and required prior to taking any special action or exception

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

**DISCLAIMER**:
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

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