Customer Service Representative Job at Concentrix (Ranchi) | Apply Now

The Advisor I, Customer Service position interacts with customers through inbound calls, outbound calls, or the internet, depending on client requirements. This role provides customer service support and resolves routine issues related to 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, and use decision-support tools to provide appropriate resolutions
• Listen attentively to customer needs and concerns, demonstrating empathy and building rapport
• Greet customers in a courteous, friendly, and professional manner using agreed procedures
• Maintain basic knowledge of client products and services
• Prepare complete and accurate work, including proper account notations
• Participate in activities to improve customer satisfaction and business performance
• Offer additional products and services
• Track, document, and retrieve information in the call tracking database
• Respond to customer inquiries by referring to published materials, secondary sources, or senior staff

If selected for a Content Moderator role, note that:

1. The job involves accessing explicit content including text, pictures, videos, etc.
2. It includes content creation, moderation, and review of uploaded content to identify abuse such as violence, extremism, pornography, ultra-graphic material, and content supporting or opposing religious, sexual, social thoughts or behaviors.
3. It involves reviewing sensitive content to determine if it violates the client's terms of service.

Candidate Profile

• Graduate or undergraduate in any discipline (may vary by job requirement)
• 0 to 3 years of relevant experience
• Courteous with 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, flexibility, and adapting to changes quickly
• Tolerance for repetitive work in a fast-paced, high-production environment
• Ability to work as a team member and independently
• Demonstrate patience in all customer interactions, maintaining a pleasant and professional tone
• Ability to rotate shifts as needed
• Additional experience or skills may be required based on location or program

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

Career Framework Role

Has the basic skill set required for routine tasks within simple processes but lacks program-specific knowledge. Works under close supervision with clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards, and procedures. A starter without sustained metric performance levels.

Additional Skills

• Ability to listen attentively and demonstrate empathy
• Clarify customer requirements and confirm understanding
• Confirm customer understanding of solutions and provide additional education as needed
• Strong learning and problem-solving skills
• Ability to handle complex queries and resolve them independently

Disclaimer

The above statements describe the general nature and level of work performed by people in this role. They are not an exhaustive list of all responsibilities, duties, and skills required.

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

Recruitment Fraud Alert: Concentrix hires solely based on merit and does not request or accept payments or security deposits from candidates. We do not solicit payment to verify banking information. If you receive unexpected communication about a job offer or interview involving money, be vigilant and identify it as a potential scam. Learn more: https://www.concentrix.com/scam-warning/