Customer Service Operations Representative Job at Concentrix Chennai | Freshers

The Representative Customer Service position handles customer interactions through inbound and/or outbound calls, emails, chats, or the Internet, depending on client requirements. This role provides customer service support, technical support, and resolution of routine issues related to the client's products or services.

Key Requirements:

• Good communication skills in English along with one more regional language such as Telugu, Kannada, Malayalam, or Hindi.
• Fresher or any experience level.
• Any Graduate or Undergraduate.
• Rotational shifts and rotational week offs (6 days working).

Responsibilities:

• Ensure service delivered to customers meets contractual Key Performance Indicators (KPIs).
• Clarify customer requirements, probe for understanding, and use decision-support tools and resources to provide appropriate resolutions.
• Listen attentively to customer needs and concerns, demonstrate empathy, and build rapport with customers.
• 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 the call tracking database.
• Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.

Content Moderator Role: If selected for a Content Moderator role, please note:

1. The job involves accessing explicit content including text, pictures, videos, etc.
2. It involves content curation, moderation, and review of content uploaded on the platform. Reported content will be reviewed for any kind of abuse, including but not limited to violence, extremism, pornography, and ultra-graphic content, as well as a wide variety of content supporting or opposing religious, sexual, or social thought processes or behaviors.
3. It includes reviewing content that may be sensitive in nature and determining whether it violates the client's terms of service.

Candidate Profile:

• Graduate or Undergraduate in any discipline (may vary based on job requirements).
• Courteous with a strong customer service orientation.
• Strong computer navigation skills and PC knowledge.
• Ability to effectively communicate, both written and verbally.
• Dependable with strong attention to detail.
• Skilled in multi-tasking, including the ability to be flexible and adapt to changes quickly.
• Tolerance for repetitive work in a fast-paced, high-production work environment.
• Ability to work as a team member as well as independently.
• Demonstrate patience in all customer contact situations, maintaining a pleasant and professional tone and manner.
• Ability to rotate shifts as needed.
• Based on location and/or program, additional experience or skills may be required.
• Confirm customer understanding of the solution and provide additional customer education as needed.
• Demonstrate strong probing and problem-solving skills.
• Should be able to handle complex queries from customers and resolve them independently.

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

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.

Concentrix (including any employee or affiliate) or any authorized third party (consultants, agencies, vendors) assisting in recruiting activities never asks for any recruitment, processing, or any other kind of fees in exchange for a job offer or any other recruitment-related activities.