Analyst - Customer Service

Alight Solutions LLC; Gurugram District; On-site; INR 500,000 - 750,000; Full time

Benefits offered by this job

Health coverage

Wellbeing programs

Retirement plan

Leave policy

Education & training

Job summary

Alight Solutions LLC in India is seeking an Analyst - Customer Service (T3) to join our Service Center. The role focuses on delivering timely, accurate customer service across phone and web chat, with strong communication and problem-solving skills.

You will handle client plans, document interactions, meet SLAs, and contribute to first-call resolution while working with cross-functional teams. Requires 4–6 years of international customer service experience and graduate qualifications.

Qualifications

• Graduate in listed discipline with >=55% marks.
• 4–6 years of international customer service experience (voice).
• Excellent verbal and written communication with minimal errors.
• Basic computer skills and typing ability.

Responsibilities

• Handle customer calls and chats, delivering timely service.
• Explain complex client plans and provisions clearly to participants.
• Maintain quality and meet client SLAs and targets.
• Document interactions and follow SOPs; escalate issues as needed.
• Own self-learning and development; participate in team improvement.

Skills

Verbal and written communication

Typing speed

MS Office proficiency

Analytical skills

Shift flexibility

Education

Graduate degree (BA/BCom/BCA) >=55%

Tools

MS Office

Job description

Our story

At Alight, we believe a company's success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to "Be Alight."

Our Values:

• Champion People - be empathetic and help create a place where everyone belongs.
• Grow with purpose - Be inspired by our higher calling of improving lives.
• Be Alight - act with integrity, be real and empower others.

It's why we're so driven to connect passion with purpose. Our team's expertise in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.

Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.

Learn more at careers.alight.com.

(THE ROLE)

Analyst - Customer Service (T3)

The Analyst - 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 4 - 6 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.

By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight's employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

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, an