Team Member- Customer Service (T1)

Alight Solutions; Gurugram District; On-site; INR 260,000 - 420,000; Full time

Benefits offered by this job

Health coverage

Retirement plans

Continuing education and training

Maternity & paternity leave

Job summary

A leading global HR and technology solutions provider is seeking a Team Member - Customer Service in Gurugram, India. The role involves delivering timely and accurate customer service via various channels, understanding client plans, and ensuring positive customer experiences. Candidates should have a graduate degree with no academic gaps and 0-2 years of international customer service experience preferred. Excellent verbal and written communication skills are necessary. This position offers diverse benefits aimed at health, well-being, and professional growth.

Qualifications

• Aggregate marks of ≥55% with no gaps/failures throughout graduation.
• 0-2 years of experience in International Customer Service Voice.
• Prior customer service experience preferred.
• Basic computer skills and good typing speed.
• Willingness to work evening/night shifts.

Responsibilities

• Spend 100% of production time logged in on calls.
• Articulate complex client plans in an understandable manner.
• Ensure customer service representative and team level targets are met.
• Documentation and follow-ups per SOPs; proper record-keeping.
• Take ownership of self-learning and development.

Skills

Verbal communication

Written communication

Analytical skills

Attention to detail

Analytical skills

Attention to detail

Education

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

Tools

MS-Office Applications

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.

Team Member - Customer Service (T1)

The Team Member - Customer Service represents the Service Center which is responsible for delivering timely and accurate customer service through any/all mediums (phone, web chat). The Specialist post Go‑Live/Certification is required to be an efficient communicator who is well versed with CS tools, domains, client plans and provisions. They report to the assistant manager and may be aligned to one or multiple clients across various domains.

They are required to effectively communicate complex client plans and provisions aimed at driving first‑call resolution.

They are expected to provide effective solutions within the scope of defined client plans and provisions, helping participants make an informed decision.

They will be required to adhere to client level and internal service level agreements and create a positive participant experience through knowledge, personal service, confidence building and timely resolution. This role may be leveraged across multiple teams.

Responsibilities

• 100% of production time 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.
• 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.
• Identify issues, process delays, and quality problems and recommend solutions and execute them.
• 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/failures throughout graduation).
• Work experience of 0‑2 years in 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. Options include a variety of health coverage, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training, and 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. Diverse teams are stronger, more innovative, and more successful.

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.

Authorization to Work in the Employing Country

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