Smartedge Solutions - Customer Service Role (1-6 yrs)

We are currently hiring for Customer service representatives for Gurgaon location with cab facility (5 Days working).

Job Description :

Customer Service Representatives(Alight)

Requirements :

- Graduate in listed discipline (BA, B.Com, BCA aggregate marks of>=55% ( No Gaps / Failure throughout Graduation)

- Work Experience of 1 - 6 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

Customer Service :

- The Analyst - 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

If interested, Kindly share the below details with updated resume :

- Full Name:
- Phone number:
- Email:
- Total experience:
- Current/Last Organization :
- Relevant experience as per JD:
- Current Salary:
- Expecting salary:
- Current location:
- Ready to commute to client's place?
- Current role type (contract/permanent/FTC):
- If contract; what's the end date:-
- Official Notice Period/If resigned what is the last working day:
- Holding any Offers/Interviews-