Job Summary

We are looking for a energetic and customer-focused Customer Service Representative (CSR) to handle inbound calls from US-based customers. The role involves addressing customer queries, resolving concerns, providing product/service information, and ensuring an exceptional customer experience. The ideal candidate should possess excellent communication skills, problem-solving abilities, and a customer-centric approach.

Key Responsibilities
- Handle inbound calls from US customers professionally and courteously.
- Understand customer concerns and provide accurate resolutions within defined timelines.
- Respond to customer inquiries related to products, services, billing, orders, accounts, or technical issues.
- Troubleshoot and resolve customer complaints while maintaining high customer satisfaction.
- Document customer interactions accurately in CRM systems.
- Follow company processes, policies,



and quality standards during customer interactions.
- Escalate complex issues to the appropriate department when necessary.
- Achieve individual and team performance metrics including Quality, CSAT, AHT, and Productivity.
- Build positive relationships with customers through empathetic and effective communication.
- Stay updated on company products, services, and process changes.

Key Competencies
- Customer Centricity
- Effective Communication
- Active Listening
- Conflict Resolution
- Time Management
- Adaptability
- Team Collaboration

Performance Metrics
- Customer Satisfaction (CSAT)
- First Call Resolution (FCR)
- Average Handle Time (AHT)
- Quality Score
- Attendance & Adherence
- Productivity Targets

📌 Customer Service Representative (Gurugram)
🏢 Alight
📍 Gurugram