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