T4 - Lead Customer Service

Our story At Alight we believe a company s success starts with its people At our core we Champion People help our colleagues Grow with Purpose and true to our name we encourage colleagues to Be Alight Our Values Champion People - be empathetic and help create a place where everyone belongs Grow with purpose - Be inspired by our higher calling of improving lives Be Alight - act with integrity be real and empower others It s why we re so driven to connect passion with purpose 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 Join our team if you Champion People want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight Learn more at careers alight com THE ROLE Lead- Customer Service T4 The Lead - Customer Service represents the Service Center which is responsible for delivering timely and accurate customer service through any 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 Articulate complex client plans and provisions in a simplified and understandable manner to take an informed decision 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 Graduate in listed discipline BA B Com BCA aggregate marks of 55 No Gaps Failure throughout Graduation Work Experience of 6 years for International Customer Service Voice Prior Customer Service experience required Excellent verbal and written communication skills with least grammatical errors Basic computer operating skills required MS- Office Applications Appropriate Typing speed to be able to efficiently manage documentation during post interaction Ability to work evening night shifts Good analytical skills attention to detail Personal Attributes Good analytical research skills problem-solving skills are required Logical and efficient with keen attention to detail Highly self-motivated directed and should be high on initiative Ability to effectively prioritize and execute tasks Ability to work in a team-oriented collaborative environment Possess effective troubleshooting skills Possess good learning agility Absence Management knowledge will be an added advantage Shows flexibility to adapt to the changing needs of the business Be collaborative and foster a positive environment Benefits 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 By applying for a position with Alight you understand that should you be made an offer it will be contingent on your undergoing and successfully completing a background check consistent with Alight s employment policies Background checks may include some or all the following based on the nature of the position SSN SIN validation education verification employment verification and criminal check search against global sanctions and government watch lists credit check and or drug test You will be notified during the hiring process which checks are required by the position Our commitment to Diversity and Inclusion 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 Join us in building a brighter more inclusive future Diversity Policy Statement 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 Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs practices and observances unless doing so would result in undue hardship Applicants for employment may request a reasonable accommodation modification by contacting his her recruiter Authorization to work in the Employing Country Applicants for employment in the country in which they are applying Employing Country 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 Note this job description does not restrict 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 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