Customer Care Delivery Specialist in HR Services with English and Dutch

Summary
The Delivery Specialist (DS) is primarily responsible for providing day-to-day client support in a multi-client environment. This includes, but is not limited to, processing transactions and following standard operating procedures (SOPs), responding to queries, researching issues and providing resolutions, conducting quality checks and meeting ad-hoc client and internal requests. The DS is responsible for ensuring timely, quality delivery of his/her own work by meeting client Service Level Agreements (SLAs) or Reported Service Levels (RSLs), and Key Performance Indicator (KPI) adherence.

Detailed Responsibilities
• Responsible for daily execution/processing for aligned work. Adheres to internal and external audit requirements for specific clients.
• Provides resolution in accordance with due dates and documents/maintains SOP documentation and processes. Escalates issues as appropriate.
• Works with third-party providers (both Alight partners and client partners) to ensure seamless process delivery.
• Identifies and researches issues with guidance and formulates resolutions/recommendations by analyzing trends and applying/following SOPs and best practices.
• Helps identify and implement ideas for improving processes.
• Identifies potential service delivery issues and provides input towards process improvement.
• Helps to develop training material and documentation for self and other colleagues.
• Works with team members to communicate with client and/or other client team members on issues.
• Conducts/supports acceptance testing of designated areas with limited scope.

Role Complexity
• Works on assignments where established practices, procedures and precedents guide the work.
• Able to follow procedures and investigate issues in order to solve problems.
• May work on project tasks usually limited in scope and complexity
• May conduct testing on designated testing scripts and limited in scope.

Discretion
• Decisions are based on acquired skills and knowledge as opposed to applying discretion and judgment.

Our story

At Alight, we believe a company’s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to “Be Alight.”

Our Values:

Champion People – be empathetic and help create a place where everyone belongs.

Grow with Purpose – be inspired by our higher calling of improving lives.

Be Alight – act with integrity, be real and empower others.

It’s why we’re so driven to connect passion with purpose. Our team’s expertise in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.

Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.

Learn more at careers.alight.com. 

Responsibilities:

As a Customer Care Delivery Specialist in HR Services with Dutch and English, your responsibilities will include:

·        Providing support for the clients’ employees who contact us with questions about HR procedures or their employment benefits through various channels (phone, webchat or other). Queries may cover the following topics: salary and pay-slip questions, onboarding, holiday/leave of absence allocation and conditions, overtime and many others,

·        Explaining how to use the online HR systems,

·        Investigating more complex cases.

Requirements:

·        Excellent English: C1 minimum,

·        Excellent Dutch: C1 minimum,

·        Adaptability and attention to details,

·        Excellent written and verbal communication skills,

·        Self-motivation and willingness to learn,

·        Experience in Customer Service is a plus, but not required. We will teach you all you need to know.

We Offer:

·        Salary: 5000 PLN gross

·        Language allowance: 3500 PLN gross

·        Private medical care, life insurance,

·        Benefit platform (MultiSport card, tickets, vouchers, and many more),

·        Permanent contract and comprehensive rewards package,

·        Career Growth Opportunities,

·        Work-Life Balance.

Additionally, you can expect:

·        Extensive ongoing t