Customer Service Representative

Alight; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Job summary

Alight is seeking a Customer Service Representative to handle inbound calls from US-based customers. The role emphasizes resolving queries, providing product and service information, and delivering an exceptional customer experience.

Strong communication and problem-solving abilities are essential to succeed in a fast-paced environment. The CSR will work with a customer-centric mindset, documenting interactions, following processes, and achieving quality metrics.

Qualifications

• Strong customer-service orientation with problem-solving focus.
• Excellent verbal and written communication skills.
• Ability to handle multiple inquiries with empathy and accuracy.

Responsibilities

• Handle inbound calls from US-based customers with professionalism.
• Understand concerns and provide accurate resolutions within defined timelines.
• Respond to inquiries related to products, services, billing, orders, accounts, or technical issues.
• Troubleshoot and resolve complaints while maintaining high customer satisfaction.
• Document interactions accurately in CRM systems and update records.

Skills

Customer Centricity

Effective Communication

Active Listening

Conflict Resolution

Time Management

Adaptability

Team Collaboration

Tools

CRM Systems

Job description

Job Summary

We are looking for a dynamic 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