Operations Representative Job at Concentrix (Ranchi) | Freshers Welcome

The Representative Customer Service / Technical Support position interacts with customers via inbound and/or outbound calls, emails, chats, or the Internet, depending on client requirements. This role provides customer service and technical support, resolving routine problems related to the client's products or services. Experience: Fresher or any experience.

Key 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 provide appropriate resolution.
• Listen attentively to customer needs and concerns; demonstrate empathy while building 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 the call tracking database.
• Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.

Content Moderator Note

If selected for a Content Moderator role, note that:

1. The role 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 abuse, including but not limited to violence, extremism, pornography, and ultra-graphic material, as well as content supporting or opposing religious, sexual, social thought processes or behaviors.
3. It includes reviewing potentially sensitive content and determining if 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 communicate effectively, both written and verbally.
• Dependable with strong attention to detail.
• Skilled in multi-tasking, including flexibility and adaptability to change 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, 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.
• Confirm customer understanding of the solution and provide additional education as needed.
• Demonstrate strong probing and problem-solving skills.
• Handle complex customer queries and resolve them independently.

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. Concentrix and its affiliates or authorized third parties never ask for recruitment, processing, or any other fees in exchange for a job offer or other recruitment-related activities.