Customer Service Representative Job at Concentrix (Vadodara) | ₹0-3 Yrs Exp

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, and use decision-support tools and resources to provide appropriate resolution.
• Listen attentively to customer needs and concerns, demonstrate empathy, and maximize 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 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.

If selected for a Content Moderator role, note that:

1. The job involves accessing explicit content including text, pictures, videos, etc.
2. It involves content creation, moderation, and review of uploaded content. Reported content will be reviewed for abuse, including but not limited to violence, extremism, pornography, and ultra-graphic content, as well as content supporting or opposing religious, sexual, social thought processes or behaviors.
3. It includes reviewing sensitive content to determine if it violates the client's terms of service.

Candidate Profile

• Graduate or 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, with the ability to be flexible and adapt 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 contact situations, maintaining a pleasant and professional tone.
• Ability to rotate shifts as needed.
• Based on location and/or program, additional experience or skills may be required.

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

Career Framework Role

Has the 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.

Additional Requirements

• 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.

Concentrix is an equal opportunity employer and 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.