Concentrix Hiring for Advisor I, Email Support at Bengaluru, Karnataka Full Time

Job Description

The Advisor II, Email Support position interfaces with customers via inbound emails, outbound emails/calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of non-routine problems regarding client’s 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 resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking

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 broad 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

Candidate Profile

High school diploma with six plus months of customer service experience preferred

Courteous with strong customer service orientation

Strong computer navigation skills and PC Knowledge

Ability to effectively communicate, both written and verbally

Ability to learn including strong problem solving skills

Dependable with proficient 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 well as independently

Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner

Able to rotate shifts, as needed

Based on location and/or program, additional experience/skills may be required

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

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.

Supplemental Geographical Information

RECRUITER ENTER THE APPLICABLE LANGUAGE:
UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION

PHILIPPINES

• Minimum of two years of college education. No prior call center experience is required
• Ability to think clearly and can explain simple issues effectively, both written and verbally

INDIA

• 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

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix 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.

Location:
IND Gurugram – Industrial Plot No. 243, 1st, 3rd, 4th, 5th & 7th Floors

Language Requirements:
Time Type:
Full time

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