T2 - Associate Customer Service

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 efficient 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 informed decision

Helps in identifying issues, process delays, and quality problems and recommends solutions and executes

Work with leads to ensure delivery in accordance with standard operating procedures

Requirements :

Graduate in listed discipline (BA, B.Com, BCA aggregate marks of >

=55% (No Gaps / Failure throughout Graduation)

Work Experience of 2 4 years for International Customer Service "Voice"

Prior Customer Service experience would be preferred

Excellent verbal and written communication skills with least grammatical errors

Basic computer operating skills required (MS-Office Applications)

Appropriate Typing speed to be able to efficiently manage documentation during / post interaction

Ability to work evening / night shifts

Good analytical skills & attention to detail

Benefits :

We offer programs and plans for a healthy mind, body, wallet and life because it's important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options.

Our commitment to Diversity and Inclusion :

Alight is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful. At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

Diversity Policy Statement :

Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans. Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation / modification by contacting his / her recruiter.

Authorization to work in the Employing Country :

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Disclaimer :

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.