Customer Services Representative

Job Description

The Alight Customer Services Team is responsible for providing timely and accurate customer service through any/all mediums including email, phone and web chat, requiring strong communication skills and knowledge of client plans and provisions to resolve the participants issues. We strive for first-call resolution while adhering to service level agreements, ensuring a positive participant experience through effective solutions and personal service. Responsibilities Handling a leave of absence claims initiation requests from our clients employees to answer questions, provide education, and solve complex HR and financial issues related to their claims. Handling claims related to FMLA, disability (STD/LTD), parental leave, personal leave, and other applicable programs. Spend 100% of production time logged in on calls Articulate complex client policies and leave provisions in a simplified manner. Maintain internal & client defined quality scores. Ensure 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. Ensure proper documentation and follow-ups and follow SOP s Identifying issues, process delays, and quality problems and recommending and implementing solutions. Consistently applying logical reasoning and critical thinking skills. Ability to work in a fast-paced environment with short deadlines. Take complete ownership of self-learning & development Requirements Bachelor s degree in B.Com, B.A, BBA,B.Sc (Full time MBA/MCA/B Tech/BE/B Ed candidates will not be considered). Associate Level hires: 2-5 years of work experience in International Customer Service Voice Process. Analyst Level hires: 5 - 8 years of work experience in International Customer Service Voice Process. Excellent verbal and written communication skills. Outstanding customer service skills Appropriate Typing speed to be able to efficiently manage documentation during/post interaction. Ability to work evening/night shifts (5.00 PM to 6.00 A.M Window)