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