Concentrix Hiring for Associate, Operations at Bengaluru, Karnataka Full Time

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

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