Associate- Customer Service (COE)

Alight Solutions; United States; On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Health coverage options

Vacation and sick leave

Continuing education and training

Job summary

Alight Solutions is seeking an Associate in Customer Service to represent the Service Center by delivering timely and accurate customer assistance via phone and web chat. The ideal candidate should have 2-5 years of international customer service experience and be equipped with excellent communication skills.

This role requires adherence to service level agreements while providing quality solutions and ensuring customer satisfaction. We offer various benefits, including health coverage, vacation, and educational support.

Qualifications

• 2-5 years of experience in International Customer Service.
• Excellent verbal and written communication skills.
• Ability to work evening/night shifts.

Responsibilities

• Spend 100% of production time logged in on calls.
• Deliver positive customer satisfaction through effective communication.
• Maintain quality and adhere to service level agreements.

Skills

Customer Service Experience

Communication Skills

Analytical Skills

MS- Office Applications

Typing Speed

Job description

The Role

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

• Work Experience of 2 - 5 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.