Customer Service Specialist
hace 2 semanas
Your application for a role at Alight Inc. is currently under review. As part of our due diligence, we would like to inform you that Alight has announced its intention to divest its Payroll & Professional Services business to HIG Capital. This means that, if you are successful in your application, you will be working with the Divested Group company, which will be owned by HIG Capital. By applying for this position, you understand and agree that the information you submitted will be shared with the Divested Group company.
The Role
As a key member of our customer services team, you will be responsible for providing support and executing activities to ensure accurate and timely output. Your primary focus will be on delivering exceptional customer service.
Responsibilities
- Utilize your HR expertise to advise clients on queries and issues, ensuring a thorough understanding of country-specific legislation and tasks.
- Ensure accurate and timely data management, where applicable.
- Respond to tickets and calls within SLA timescales and to a high standard.
- Follow Detailed Working Instructions (DWIs) and highlight any gaps or inconsistencies in the documentation. Additionally, support the updating of DWIs.
- Complete SOC Controls on time and provide necessary evidence.
- Report system issues and defects correctly, logging tickets with relevant details and evidence for investigation.
- Highlight deviations from the standard scope of service to the Service Manager.
- Recognize and handle sensitive and confidential information appropriately.
- Contribute to team meetings and raise any issues immediately to your Service Manager.
- Build strong relationships with internal stakeholders and keep them informed when necessary.
Requirements
- Achieve 100% attainment of customer SLA agreements.
- Demonstrate professionalism and act responsibly.
- Adhere to all Security and Compliance procedures and quality standards.
- Be accountable, taking advantage of opportunities to acquire necessary skills and collaborate with the team to achieve personal and team results.
- Solve problems proactively, identifying challenges in the workplace and proposing creative solutions for continuous improvement.
- Take ownership, seeking clarity on role, objectives, and future career opportunities.
- Be client-centric, responding to internal and external client expectations and requirements while balancing Alight priorities.
- Be effective, demonstrating knowledge of the Alight Way, our values, and levers for success. Contribute to and work towards agreed global standards, utilizing tools and technologies to maximize personal productivity.
- Be flexible and adaptable in a global and fast-paced environment.
- Attention to detail.
- Excellent Dutch written and verbal skills, with good English skills.
- Self-motivated and willing to learn.
We offer a competitive total rewards package, continuing education and training, and tremendous potential with a growing worldwide organization.
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