T2 - Associate Customer Service

Alight Solutions; Gurugram District; On-site; INR 300,000 - 500,000; Full time

Benefits offered by this job

Health coverage options

Wellbeing support programs

Retirement plans

Job summary

A leading professional services firm is seeking an Associate Customer Service Specialist in Gurugram, India. The role involves delivering exceptional customer service through various channels and requires excellent communication skills and a background in customer service. Ideal candidates will have a degree with 55% aggregate and relevant experience. Full-time position with various benefits offered.

Qualifications

• Graduate with aggregate marks of ≥ 55% (no gaps/failures).
• 2-4 years work experience in International Customer Service 'Voice'.
• Prior Customer Service experience preferred.
• Ability to work evening/night shifts.

Responsibilities

• Deliver timely and accurate customer service through phone and web chat.
• Articulate complex client plans in a simplified manner.
• Take complete ownership of self-learning & development.
• Ensure quality on calls and adherence to company policies.

Skills

Excellent verbal and written communication skills

Good analytical skills

Basic computer operating skills

Appropriate typing speed

Education

Graduate in listed discipline (BA, B.Com, BCA)

Tools

MS Office Applications

Job description

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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.

The Role

The Analyst – Customer Service (T2) is responsible for delivering timely and accurate customer service through any medium (phone, web chat). The Customer Service Specialist provides effective communication, is well versed in CS tools, domains, client plans and provisions, and reports to the Assistant Manager. The role may be aligned to one or multiple clients across various domains and requires the ability to effectively communicate complex client plans and provisions aimed at driving first call resolution.

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 to help participants make an informed decision.
• Maintain internal & client defined quality on calls.
• Understand and contribute positively to meeting client SLA’s & targets.
• Adhere to Customer Service Attendance & Accountability policies.
• Ensure 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.
• Ensure proper documentation and follow‑ups and follow SOP’s.

Requirements

• Graduate in listed discipline (BA, B.Com, BCA) with aggregate marks of ≥ 55% (no gaps / failures throughout graduation).
• Work Experience of 2‑4 years for International Customer Service “Voice.”
• Prior Customer Service experience preferred.
• Excellent verbal and written communication skills with minimal grammatical errors.
• Basic computer operating skills required (MS Office Applications).
• Appropriate typing speed 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, 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 their 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.

Seniority level

Not Applicable

Employment type

Full-time

Job function

Other

Industries

Professional Services