Customer Service Advisor

September 16, 2024

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Concentrix

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Concentrix is a global provider of fully integrated technology and business transformation services. The company specializes in creating innovative solutions through strategy and design, data and analytics, enterprise technology, digital operations, and more. It focuses on delivering operational excellence and advanced automation, acting as a seamless extension of its clients' businesses. Concentrix equips enterprises with capabilities in AI, APIs, advanced analytics, and offers services across various industries like automotive, banking, healthcare, and retail. With a commitment to sustainability, Concentrix aims to be a force for good while enhancing its clients' customer experiences and operational efficiencies.

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

10,000+ employees

Founded 1983

🏢 Enterprise

🤖 Artificial Intelligence

🤝 B2B

💰 Venture Round on 1995-01

📋 Description

• The Customer Support Associate I position interfaces with customers via inbound calls, 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 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