IND Team Member Customer Service 036087 Full-time
IND-Haryana-Gurgaon-Gurgaon/Hewitt Tower (HAIPL)
Sep 20, 2012, 4:09:20 PM
Description
: Posting DescriptionHRBPO Overview
Aon Hewitt’s HR BPO business provides administrative services across all HR areas. We serve nearly 30 HR BPO clients and more than a million employees in over 100 countries. Our services are delivered by more than 5,000 experienced colleagues located in six full-service delivery centers across the globe. We integrate our rich experience, proven delivery model and industry-leading tools and technologies to deliver a holistic customer experience.
Overview
The Team Member is responsible for ensuring timely and accurate service delivery. The Team Member works with the Team and Managers to identify issues, opportunities for improvement and recommends / implements solutions. The Team Member should be able to perform rule based transactions with simple calculations. This role may be leveraged across multiple teams.
Responsibility Areas
Domain Knowledge
* Should be able to pick up domain/process nuances quickly
Business Planning
N/A
Client Relationship Management
* Acquire knowledge from onshore / client (as and when required)
* Prompt response to queries from onshore/client
Project Management
N/A
Operations Management
* Ensures timely and accurate service delivery at defined productivity levels
* Ensure adherence to Client SLA’s
* Maintain documentation tracker of SOPs/Operating process exceptions and communicate these exceptions to senior team member on regular basis
* Carry out data entry and rule based entry for processes
* Perform simple process calculations
* Ensure First-time quality
* Identify, share, and support operational improvements
* Execute Issue / Query resolution and ensure proper documentation & follow-up
* Suggest at least one quest idea in the first 6 months and suggest further improvements with increasing domain and process knowledge
People Management
N/A
Financial Management
N/A
Expectations
* 100% of production time to be spent in processing
* Take complete ownership of self learning & development
* Ensure Time Sheets are filled regularly
* Adherences to team schedules and leave plans
* Comply to all Data Security and Code of Conduct standards
* Compliance to TRBS & MIS guidelines
* Exhibit Organization’s value system
* Personal effectiveness, flexibility and adaptability
* Follow escalation matrix
Skills
* Excellent verbal and written communication skills with least grammatical errors
* Basic computer operating skills required (MS- Office Applications)
* Customer Service Orientation
* Ability to interpret and comprehend SOP’s and articulate
Competency
* Excellent learning agility
* Demonstrates initiative and a self starter approach
* Problem Solving & Decision making ability on calls
* Demonstrate adaptability and flexibility
* Focus on continuous improvement
* Ability to work in a team-oriented, collaborative environment
Work Conditions
* Participation in training sessions, presentations and meetings
* Participate in huddles and refresher trainings
* Escalation Management and On floor Support
* Occasional extended work hours to meet deadlines
* Ability to work evening/night shifts
* Willingness to sign a service agreement before every overseas travel / assignment/ prior to joining
Role/ Career Progressions
* Senior Team Member - CS
Qualifications
: QualificationsEducation, Knowledge & Experience
* Graduate in any discipline ( Full Time Graduation in English Hons / IHM / BCom would be preferred)
* Work Experience of 6 months -2 years ( Voice Experience / Customer Service would be preferred)
* Working knowledge of computers ( Diploma / short term course)
Education, Knowledge & Experience – Fresher (0-6 months experience)
* Graduate in any discipline (aggregate marks of >=45% ( No Gaps / Failure throughout Graduation)
* Work Experience of 0-6 months (Voice Experience / Customer Service would be preferred)
* Working knowledge of computers ( Diploma / short term course)
Apply Here
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