Customer Service Representative Job at Concentrix Chandigarh | ₹2-4 LPA

Job Description

The Advisor I, Customer Service position interacts with customers via inbound calls, outbound calls, or through the Internet depending on client requirements. This role provides customer service support and resolves routine problems regarding the client's products or services.

Essential Functions/Core Responsibilities

• Ensure service delivered to customers meets contractual Key Performance Indicators (KPIs).
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately resolve customer issues.
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunities to build rapport.
• 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 properly 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 Notice

If selected for a Content Moderator role, please note:

1. The job involves accessing explicit content, including text, pictures, videos, etc.
2. It includes content creation, 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, along with a wide variety of content supporting or opposing religious, sexual, social thought processes or behaviors.
3. It includes reviewing content that may be sensitive in nature and requires focus on whether the reviewed content violates the client's terms of service.

Candidate Profile

• Graduate/Undergraduate in any discipline (may vary based on job requirements).
• 0 to 3 years of relevant experience.
• Courteous with a strong customer service orientation.
• Strong computer navigation skills and PC knowledge.
• Ability to communicate effectively, 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, including maintaining a pleasant and professional tone and manner.
• Ability to rotate shifts, as needed.
• Based on location and/or program, additional experience/skills may be required.

*Job requirements may vary by country and will not contravene any local laws.

Career Framework Role

Has program-required basic skill set to perform routine tasks within simple processes but lacks 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.

• Ability to communicate effectively, both written and verbally.
• Listen attentively to customer needs and concerns; demonstrate empathy.
• Clarify customer requirements; probe for and confirm understanding of requirements or problems.
• Confirm customer understanding of the solution and provide additional customer education as needed.
• Ability to learn, including strong problem-solving skills.
• Demonstrate strong probing and problem-solving skills.
• Should be able to handle complex queries.
• Should be able to resolve customer queries 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 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.