Customer Service Representative

Description

The Advisor I, Customer Service position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's product or services.

Essential Functions / Core Responsibilities

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain basic knowledge of client products and / or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and / or services
• Track, document and retrieve information in call tracking database
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

In case you are selected for a Content Moderator role, please note that :

1. The nature of the job will include accessing explicit content that includes text, picture, video etc.

2. It will involve content creation; moderation & review of content uploaded on the platform. The reported content will need to be reviewed to find out any kind of abuse including & not limited to Violence, Extremism, Pornography, & Ultra Graphic along with a wide variety of content supporting or opposing religious, sexual, social thought process or behaviors.

3. It includes reviewing content that may be sensitive in nature and need to focus whether reviewed content is in violation of our client’s terms of service

Candidate Profile

Career Framework Role

Has program required basic skill set to perform routine tasks within simple processes but lacking program / product specific knowledge.  Works with close supervision and clearly defined procedures.  Starting to demonstrate familiarity with client terminology, operating standards and procedures.  Starter without sustained metric performance levels.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

NOTICE : Recruitment Fraud Alert

Concentrix hires people solely based on merit. We do not request or accept payments or security deposits from candidates during our hiring process.  We also don't solicit payment to verify a candidate's banking information upon employment. If you or anyone else receives unexpected communication about a job offer or interview that involves money, please be vigilant and identify it as a potential scam.

Learn more : Location :

India Thane - G-Corp, Maharashtra

Language Requirements :

Time Type :

Full time