Core Functions / Main Responsibilities :
Ensuring that the service delivered to our customers hitting the main contractual performance indicators ('KPIs')
Clarify customer requirements; probe understanding, use decision support tools and resources to adequately provide the solution to the customer
Listen carefully to customers' needs and concerns; demonstrate empathy while maximizing the opportunity to build customer relationships
Greet customers in a courteous, friendly and professional manner, using agreed procedures
Maintain basic knowledge of customer products and / or services
Prepare complete and accurate work, including appropriate account description, as needed
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
Answering customer questions, referring them to published materials, secondary sources or more employees
Courteous with strong customer service orientation
Intermediate English level B1)
High School diploma required
6 months minimum of experience in Call center customer service
Ability to work under constant changes
Ability to work from home
Strong computer navigation skills and PC knowledge
Ability to communicate effectively, both in writing and verbally
Reliable with strong attention to detail
Skilled in multitasking; including the ability to be flexible and adapt to change quickly
Tolerance of 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
Shift rotation capability as needed
Based on location and / or program, additional experience / skills may be required
Career Structure Role
The program required a set of basic skills to perform routine tasks in simple processes, but without specific knowledge of the program / product.
It works with strict supervision and clearly defined procedures. Starting to demonstrate familiarity with customer terminology, standards and operational procedures.
Starting without sustained levels of metric performance.
The statements above are intended to describe the general nature and level of work being done by the people assigned to this work.
They are not intended to be an exhaustive list of all the responsibilities, duties and skills required of personnel working in that position.
Concentrix is an equal opportunity employer. Concentrix assesses qualified candidates regardless of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.