Role:advisor roles
Location :Multiple locations
JOB DESCRIPTION:
As a Customer Support Representative at Concentrix, you will be responsible for providing exceptional customer service and support to clients and their customers. You will handle a variety of inquiries, concerns, and issues through multiple channels, including phone, email, and chat. Your primary goal will be to ensure customer satisfaction and enhance the overall customer experience.
Key Responsibilities:
Customer Service: Respond to customer inquiries promptly and professionally, demonstrating empathy and understanding. Provide accurate information and solutions to customers’ questions, concerns, and issues.
Issue Resolution: Troubleshoot and resolve customer problems effectively, following established procedures and guidelines. Identify and escalate complex issues to the appropriate department or supervisor for further assistance.
Communication: Communicate with customers via phone, email, and chat in a courteous and professional manner. Use active listening skills to understand customer needs and provide appropriate solutions.
Product Knowledge: Develop a comprehensive understanding of the products or services offered by the clients you support. Stay updated on product features, specifications, and updates to provide accurate and up-to-date information to customers.
Documentation: Accurately document customer interactions and transactions in the designated systems or databases. Maintain detailed and organized records of customer inquiries, issues, and resolutions.
Quality Assurance: Adhere to established quality standards and guidelines to ensure consistent and high-quality customer support. Meet or exceed key performance indicators (KPIs) related to customer satisfaction, response time, and issue resolution.
Team Collaboration: Collaborate with colleagues and team members to share knowledge, best practices, and insights. Participate in team meetings, training sessions, and ongoing professional development activities.
Continuous Improvement: Proactively identify opportunities for process improvements and customer service enhancements. Provide feedback and suggestions to supervisors and m
Education Required:
High school diploma or equivalent (some positions may require a college degree)
SKILLS
- Excellent verbal and written communication skills
- Strong problem-solving and analytical abilities
- Ability to work in a fast-paced and dynamic environment
- Customer-oriented mindset with a passion for delivering exceptional service
- Proficient in using computer applications and navigating multiple systems simultaneously
- Previous experience in customer service or call center environment is an asset
