Description

Job Title

Associate – Customer Service

Line of Business

Customer Service – Absence Management

Level(s)

Responsibility Areas

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 Operations 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.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• 100% of production time to be spent logged in on calls or web chat
• Answer calls & chats 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

Domain Expertise / Specialization Requirements

• Ability to interpret and comprehend SOP’s and articulate effectively
• Strong Customer Service Orientation
• Clear and effective verbal & written communication
• Excellent comprehension and articulation of client specific plans and provisions

Formal Education/Certification

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

Knowledge and Experience*

• Work Experience of 2 - 4 years for Customer Service “Voice” and/or “Web Chat”
• Prior Customer Service experience would be preferred
• Working knowledge of computers (Diploma / short term course)

Technical Skills

• 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