Contact Center Representative I

JOB RESPONSIBILITIES:

The Colleague provides comprehensive telephone, email and webchat support directly to clients by: Accurately answering queries and questions by following procedures correctly and meeting agreed deadlines. Following client specific requirements to meet each clients exact needs. Delivering a high level of Customer Service for all internal and external customers. Applying the processes and procedures of the team in daily work. Achieving team and individual targets (KPIs, SLAs, quality targets). Reviewing and updating procedures and documentation. Contributing to the team, supporting the rest of the team based on their needs (a buddy to less experienced colleagues and supporting more senior colleagues). Maintaining required levels of technical knowledge and behavioral standards, especially all regulatory and statutory requirements. Building strong relationships with client teams, client representatives and third-party providers. Communicating with relevant parties using the appropriate communication channel and language. Performing additional tasks as requested by your manager. Colleague will work closely with senior members of the team to increase understanding of the client, processes and tools/systems. Colleague should actively participate in team meetings and seek opportunities to develop self and others where possible. Colleague will collaborate with colleagues from other domains, client teams and business areas globally

SKILLS

Team player, who can work with tight deadlines. Strong communication skills, both verbal and written. Strong attention to detail and commitment to provide ongoing quality. Good understanding of Word and Excel. Aon Impact Model (AIM) expectations High school graduation required. Experience working in Customer Service preferable.