Advisor I, Chat Support - Mandarin

September 16

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Concentrix

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Renewals Management • Technical Support • Customer Care • Cross Channel Media • Sales and Marketing

10,000+

💰 Venture Round on 1995-01

Description

• The Advisor I, Chat Support position interfaces with customers via inbound chats, outbound calls, or through the Internet depending upon client requirements. • This position provides customer service support and resolution of routine problems regarding client's product or services. • 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 chat/call tracking database • Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Requirements

• High school diploma with three to six months of relevant experience preferred • 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 well 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