Company Name: Aon Hewitt
Company Website: www.aon.com
Job Location: Gurgaon
Job Role: Team Member
Job Experience: Freshers, 0-0.6 Months
Job Eligibility: BCA/BSc/PGDCA Graduates
Candidate should have done Any Degree Graduates from a recognized university.
Excellent verbal and written communication skills.
Basic understanding of MS Office.
Should be a team player with a desire to help and assist others.
Willing to work in shifts.
Ability to clearly document processing procedures into an SOP format.
Strong interpersonal communication skills, capable of building good working relationships.
High learning agility.
The Team Member handles incoming calls from our clients' employees, answering their questions and sorting out issues relating to their healthcare benefits, 401K savings, life benefits, retirement plans, LOA, Payroll, other human resource related services.
Team Member will use active listening, probing, play-back, and style-matching skills to evaluate the customer's needs.
Team member navigates in a Windows based system through a series of databases in order to access the appropriate information to service the customer.
For lengthy or complex questions, team member will researches the information and calls the customer back as required.
Research can involve a number of resources, such as asking other members in the team, using online databases, reviewing documentations or asking other knowledgeable experts.
Team member ensures timely and accurate service delivery.
The TM works with the Operations Manager (OM) to identify issues, opportunities for improvement and recommends/implements solutions.
Certified on HM, DB and DC domains.
Provide answers to the customer questions and concerns on the incoming calls in service center.
Resolving queries and concerns with 100% accuracy.
Ensures timely and accurate service delivery at defined productivity levels.
Ensures First Time Resolution to customers.
Maintain documentation of SOPs/Operating Instructions.
Identify, share, and support operational improvements.
Acquire and transfer knowledge from onshore/client (as and when required).
Participate in training events/initiatives to further understanding of the business, as applicable.
Comply to all Data Security and Code of Conduct standards.
Ensure Time Sheets are filled regularly.
Adherence to team schedules and leave plans.
Excellent Communication skills.