Senior Customer Service Specialist

hace 2 meses

Granada, Granada, España Alight A tiempo completo

Your application is currently under review for a position within an Alight Inc affiliated company. As you may know, Alight has expressed its intention to transfer its Payroll & Professional Services division to HIG Capital. Once the transition is finalized, this role will be associated with the new Payroll & Professional Services entity owned by HIG Capital ('Divested Group'). By submitting your application for this position with the Divested Group company, you acknowledge and consent to the sharing of your application information with the Divested Group company. Furthermore, should you receive a job offer, it will be contingent upon successfully completing a background check in accordance with the employment policies of the Divested Group company.

ROLE OVERVIEW

The primary aim is to play a vital role in the team responsible for delivering customer service operations, ensuring that all outputs are precise and timely. Your duties will likely focus on customer service, and you will be adaptable in providing support as needed.

KEY RESPONSIBILITIES

  • Execute Customer Service tasks independently according to the established schedule and performance indicators.
  • Assist with Statutory and Year-End Reporting in alignment with the agreed timelines and performance metrics.
  • Utilize your expertise to address client inquiries and ensure a comprehensive understanding of country-specific regulations and responsibilities.
  • Facilitate knowledge transfer to Apprentices and/or Associates regarding Data Management or Customer Service functions.
  • Ensure that Tickets and Calls are addressed within the stipulated SLA timelines and to a high standard.
  • Support System Maintenance Testing.
  • Engage and transact with Third Parties.
  • Complete SOC Controls punctually with the necessary documentation.
  • Contribute to root cause analysis to guarantee accuracy and propose feasible preventive measures to minimize recurrence.
  • Conduct Knowledge Transfer sessions, ensuring the audience comprehends and can apply the information.
  • Maintain Documentation Work Instructions (DWIs) to ensure processes are current and reflective of the service.
  • Report all system issues or defects accurately, logging tickets with the required details for investigation by Application Services and/or Products.
  • Notify the Service Manager of any deviations from the standard service scope.
  • Recognize and appropriately handle sensitive and confidential information.
  • Participate in team meetings and promptly raise any concerns with your Service Manager.
  • Foster strong relationships with internal stakeholders and keep them informed as necessary.

QUALIFICATIONS

  • Achieve 100% compliance with customer SLA agreements.
  • Exhibit professionalism and act with integrity.
  • Adhere to all Security and Compliance protocols and quality standards.
  • Be Accountable - Embrace opportunities for growth and demonstrate personal responsibility while collaborating to achieve team objectives.
  • Problem Solving - Be a proactive problem solver by identifying workplace challenges and proposing innovative solutions for continuous improvement.
  • Ownership - Seek clarity regarding your role, achievement of individual and team goals, and future career prospects.
  • Client Focus - Responsively meet the expectations and needs of both internal and external clients, balancing their requirements with organizational priorities.
  • Effectiveness - Demonstrate an understanding of Alight's values and success factors, contributing to global standards and utilizing tools to maximize productivity.
  • Flexibility to thrive in a dynamic, global environment.
  • Attention to detail.
  • Proficient in Dutch, both written and verbal, with good English skills.
  • Self-driven with a strong desire to learn.

We provide a competitive total rewards package, ongoing education and training, and significant potential within a growing global organization.

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