Job Description
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
Role and Key Responsibilities:
Primary escalation contacts for Account Leaders, such as customer complaint root cause & improvement action plan reviews
Provide account specific KPI/SLA/SLO reporting and monitoring.
Provide / process Account Knowledge / Process Updates
Account-specific Quality Performance (monitor account QA objective and account-specific quality reviews as needed including attending client QA calibration meetings)
Point of contact for Account Leadership for Help Desk inquiries
Work with Account Leadership to identify Help Desk process improvements and provide trend analysis as identified/needed (e.g., top ten calls review, etc.)
Liaison for Level 2 Resolver Groups (e.g., account knowledge updates, case escalations, customer complaint reviews, account process reviews etc.)
Monitor baseline volumes and AHT.
Account specific problem management (e.g., monitor rejected cases, cases not accepted by Level 2, Sev 1 & 2 monitoring/root cause analysis)
Respond and/or resolve account-specific customer complaints (e.g., complaint process documentation, complaint case tracking, etc.)
Attend and participate in account-specific governance meetings, providing KPI/SLA/SLO reports, c-sat results etc. (e.g., monthly & quarterly governance, QPRs etc.)
Provide on-call, after hours account support as needed.
Provide Level 1 agent testing as needed.
Key skills & knowledge:
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.
Education – Graduation
Disclaimer: –
‘Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.’
Location:
IND Bangalore – Ecospace Bus Park
Language Requirements:
Time Type:
Full time
If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
Full Job Description Company Description Bosch Global Software Technologies PVT LTD (BGSW), is a 100% owned subsidiary of Robert Bosch...
Apply For This JobOverview: At DeliverHealth, we simplify telling your patient’s story. We’re looking for bold, innovative people who appreciate the opportunity to...
Apply For This Jobbr{display:none;}.css-58vpdc ul > li{margin-left:0;}.css-58vpdc li{padding:0;}]]> ASSOCIATE L1 / SENIOR ASSOCIATE (JOB NUMBER: BNP021163) Job Title: Associate /Associate level 1/ Senior...
Apply For This Job43378BR Title: Sr. Lead Engineer – Structural Job Description: Quest Global is an organization at the forefront of innovation and...
Apply For This JobThe ideal candidate will be responsible for building out our sales and marketing strategy, Dealership Principle management, sales forecasting reports,...
Apply For This JobFull Job Description Exp: 1-2 years CTC: 3- 4.5L Job description Drafting of Notices, Minutes for Board Meetings, legal agreements...
Apply For This Job