Job Description
Job DescriptionFieldDescriptionJob TitleAssociate - Customer Service Line of Business Customer Service - Absence ManagementLevel(s)T2Job CodeLast updated dateOct 2023People Management (yes or no)NoOverview/High-LevelResponsibility AreasThe 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:Domain Expertise / Specialization RequirementsFormal Education/CertificationKnowledge and Experience*Technical SkillsWork Conditions
100% of production time to be spent logged in on calls
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
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
Graduate in listed discipline
Work Experience of 2 - 4years for Customer Service Voice
Prior Customer Service experience would be preferred
Working knowledge of computers (Diploma / short term course)
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
Participation in training sessions, presentations and meetings
Participate in huddles and refresher trainings
Occasional extended work hours to meet deadlines
Ability to work evening/night shifts
Willing to travel through company provided coaches or cabs
Shows flexibility to adapt to the changing needs of the business which may have a direct/indirect impact to CSR delivery and results
