Job Title- Contact Centre Representative I

Solution Line- ECC

Position type- Full Time

Work Location- Gurgaon

Working style- Hybrid

Cab Facility- Yes

Shift Time - Rotational

People Manager role: No

Required education and certifications critical for the role- Graduate (Except technical graduates)

Required years of experience - 0-1 year of relevant experience

AON IS IN THE BUSINESS OF BETTER DECISIONS

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.

As an organization, we are committed as one firm to our purpose, united through trust as one inclusive, diverse team and we are passionate about helping our colleagues and clients succeed.

INFORMATION ABOUT THE BUSINESS

Aon Health and Benefits takes a long-term view of benefits management that aims to help companies achieve a balance between using benefits as a retention tool and managing escalating costs. These offerings include end-to-end solutions to benefits management, alignment of your benefit plans with corporate strategy and policies, considerable purchasing leverage, systematic and structured approach.

GENERAL DESCRIPTION OF ROLE:

In addition to the core responsibilities, the Colleague will have a specific focus depending on the business area: the colleague is responsible for supporting employees with questions or queries about their Benefits options/choices, questions and queries on their records and information.

JOB RESPONSIBILITIES (List 6-10 major responsibilities in the role):

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.

HOW WE SUPPORT OUR COLLEAGUES

In addition to our comprehensive benefits package, we are proud to be an equal opportunity workforce. At Aon, we believe a diverse workforce is an innovative workforce. Our agile, inclusive environment allows colleagues to manage their wellbeing and work/life balance while empowering you to be your authentic self.

Furthermore, all colleagues enjoy two Global Wellbeing Days each year, encouraging them to take time to focus on themselves. We offer a variety of workstyle options through our Smart Working model, but we also recognize that flexibility goes beyond just the place of work... and we are all for it!

Our continuous learning culture inspires and equips colleagues to learn, share and grow, helping them achieve their fullest potential. As a result, Aon colleagues are more connected, more relevant and more valued.

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Contact Center Representative I