Job Title – Trainee Associate
Qualification – Graduate
Company Name – Alight Solutions
Location – Kochi, Kerala, India
Salary – Rs. 2 to 4 LPA
Job Info.:-
Job Description & Responsibilities:-
Call/Email/Case/Chat Resolution
Simple information inquiries
Dispatching tickets when unable to resolve within the group
Data input that can be done as 1st contact resolution (real-time communication channel)
Answer and greet customers’ calls in a courteous, friendly and professional manner using NGA HR policies, procedures and/or practices.
Listen attentively to customer needs/concerns; demonstrate empathy.
Clarify customer requirements; probe for and confirm understanding of requirements and/or problems as the first contact resolution.
Confirm customer understanding of the solution and provide additional customer assistance/education, as needed.
Prepare and complete accurate work and update customer ticket/files via the system.
Conduct correspondence with customers and team members.
Communicate effectively with individuals/teams to ensure high quality and timely expedition of customer requests.
Effectively transfer misdirected customer requests to the appropriate party.
Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
Participate in activities designed to improve customer satisfaction and business performance.
Occasionally use decision-support tools to answer complex questions or to verify subject matter details.
Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.
Offer solutions to issues that are often non-standard/non-routine and require some clarification.
Maintain a broad knowledge of Alight HR’s services (HR Administration, Talent Administration etc.)
Activities involve different and unrelated processes and methods.
The decision regarding what needs to be done depends on the analysis of the subject, phase or issues involved and a chosen course of action may have to be selected from many alternatives.
Unusual or complex situations and problem-solving are deferred to higher levels for approval before implementation.