T3 - Analyst Customer Service

Analyst – Operations

At Alight, we believe a company's success starts with its people. We champion people, help our colleagues grow with purpose and encourage colleagues to "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. 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.

Responsibilities

• 80% of production time to be spent logged in on calls
• 20% of production time to review claims and take required action
• 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
• Ensures Customer Service Representative, Team & Client level targets 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

• Graduate in listed discipline (BA, B.Com, BCA aggregate marks of >=55% (No Gaps / Failure throughout Graduation)
• Work experience of 4 - 6 years for international customer service "voice"
• Prior customer service experience would be preferred
• 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

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. 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 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.