Job Description
The Advisor I, Customer Service position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding clients product or services.
Essential Functions/Core Responsibilities
Ensure service delivered to our customers meets contractual
Key Performance Indicator ( KPIs )
Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build 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 call tracking database
Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff
In case you are selected for a Content Moderator role, please note that:
1. The nature of the job will include accessing explicit content that includes text, picture, video etc
2. It will involve content creation; moderation & review of content uploaded on the platform. The reported content will need to be reviewe'd to find out any kind of abuse including & not limited to Violence, Extremism, Pornography, & Ultra Graphic along with a wide variety of content supporting or opposing religious, sexual, social thought process or behaviors.
3. It includes reviewing content that may be sensitive in nature and need to focus whether reviewe'd content is in violation of our client s terms of service
Candidate Profile
Graduate / Undergraduate in any discipline (may vary basis the job requirement)
0 to 3 years of relevant experience
Courteous with 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 we'll 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
Career Framework Role
Has program required basic skill set to perform routine tasks within simple processes but lacking 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 effectively communicate, both written and verbally
Listen attentively to customer needs and concerns; demonstrate empathy
Clarify customer requirements; probe for and confirm understanding of requirements or problem
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
Job Classification
Industry: IT Services & Consulting
Functional Area / Department: Customer Success, Service & Operations
Role Category: Customer Success, Service & Operations - Other
Role: Customer Service
Employement Type: Full time
Contact Details:
Company: Concentrix
Location(s): Mumbai
Keyskills:
Customer Service Representative
Outbound
Customer service orientation
Customer satisfaction
Banking
Database
Supervision
Recruitment
