Associate - Customer Service (T2)

The Associate - Customer Service represents the Service Center which is responsible for delivering timely and accurate customer service through any/any/all the mediums i.e. on phone, web chat. The Customer Service Specialist post Go-Live/Certification is required to be an effective communicator who is well versed with CS tools, domains, client plans and provisions. He/she reports to the assistant manager and may be aligned to one or multiple clients across various domains. She/he is required to effectively communicate complex client plans and provisions aimed at driving first call resolution. She/he is expected to provide effective solutions within the scope of defined client plans and provisions helping the participants make an informed decision.He/she will be required to adhere to Client Level & internal Service Level Agreements’ and creates a positive participant experience through their knowledge, personal service, confidence building and timely resolution. This role may be leveraged across multiple teams.

(RESPONSIBILITIES)




100% of production time to be spent logged in on calls
Answer calls with an approach to deliver positive customer satisfaction
Articulate complex client plans and provisions in a simplified and understandable manner helping participants make an informed decision
Maintain internal & client defined quality on calls
Understands and contributes positively in meeting client SLA’s & targets
Adheres to Customer Service Attendance & Accountability policies
Ensures Customer Service Representative, Team & Client level targets (Customer Satisfaction, Service Level %, Average Handle Time, Session Time, Wait Time, Abandon Rate, Call back timeliness etc.) are met or exceeded consistently
Take complete ownership of self-learning & development
Ensuring proper documentation and follow-ups and follow SOP’s
Articulate complex client plans and provisions in a simplified and understandable manner to take an

📌 Associate Customer Service Gurugram (India)
🏢 Alight
📍 India