Alight
Associate-CustomerService(COE)
Neural analysis suggests this role is
optimal for Mid candidates.
“Associate- Customer Service (COE) at Alight. Skills: Customer Service, Communication. 100% of production time to be spent logged in on calls. Answer calls with an approach to deliver positive customer satisfaction”
What You'll Achieve.
driving first call resolution; provide effective solutions within the scope of defined client plans and provisions helping the participants make an informed decision; adhere to Client Level & internal Service Level Agreements’ and creates a positive participant experience; meeting client SLA’s & targets; Customer Satisfaction; Service Level %; Average Handle Time; Session Time; Wait Time; Abandon Rate; Call back timeliness
Industry & Context.
Good analytical skills & attention to detail.; Helps in identifying issues, process delays, and quality problems and recommends solutions and executes.
Ability to work evening/night shifts
What They're Looking For.
Must Have
Graduate in listed discipline (BA, B. Com, BCA aggregate marks of >=55% ( No Gaps / Failure throughout Graduation), Work Experience of 2 - 5 years for International Customer Service “Voice”, 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.
Nice to Have
Prior Customer Service experience would be preferred
What You'll Do.
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
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
Helps in identifying issues
and quality problems and recommends solutions and executes.
Work with leads to ensure delivery in accordance with standard operating procedures
How You'll Work.
Team & Collaboration
Work with leads to ensure delivery in accordance with standard operating procedures
Communication Scope
Excellent verbal and written communication skills with least grammatical errors; Articulate complex client plans and provisions in a simplified and understandable manner
Full Job Description
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)** **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 exper
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