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Representative, Operations

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Concentrix

14d ago

  • Job
    Full-time
    Entry Level
  • Customer Relations

AI generated summary

  • You should be a graduate or undergraduate, with strong communication, computer skills, customer service orientation, attention to detail, and the ability to handle complex queries.
  • You will ensure KPIs are met, understand and resolve customer needs, greet them professionally, maintain product knowledge, document interactions, and support customer satisfaction initiatives.

Requirements

  • Experience – Fresher or any experience
  • Graduate / Undergraduate in any discipline (may vary basis the job requirement)
  • 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 simulations, 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
  • Confirm customer understanding of the solution and provide additional customer education as needed
  • Demonstrate strong probing and problem-solving skills
  • Should be able to handle complex queries from customer and resolve the same independently

Responsibilities

  • 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

FAQs

What is the main responsibility of the Representative, Operations position?

The main responsibility is to provide customer service and technical support through various channels, such as inbound and outbound calls, emails, chats, and the Internet, while resolving routine problems related to the client's products or services.

Is prior experience required for this role?

No, this position is open to freshers as well as candidates with prior experience.

What skills are necessary for this position?

Candidates should have strong communication skills, attention to detail, computer navigation skills, the ability to multi-task, and a strong customer service orientation.

What types of work will I be doing in this role?

You will be responsible for clarifying customer requirements, listening to customer concerns, maintaining product knowledge, documenting customer interactions, and tracking inquiries in a call tracking database.

Will this role require handling sensitive content?

Yes, if selected for a Content Moderator role, you will be responsible for reviewing explicit content and ensuring compliance with client terms of service.

What educational qualifications are needed for the position?

A graduate or undergraduate degree in any discipline is preferred, although specific requirements may vary based on the job.

Are there any shift requirements for this role?

Yes, the role may require you to rotate shifts as needed.

What should be expected regarding customer interactions?

Representatives should demonstrate empathy, patience, and maintain a pleasant and professional tone while addressing customer needs and concerns.

How does Concentrix ensure equal opportunity employment?

Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status, or any other legally protected characteristic.

Can I expect to work independently or will it be more of a team environment?

The role requires the ability to work both independently and as part of a team.

Concentrix

Consulting
Industry
10,001+
Employees

Mission & Purpose

We’re Concentrix. A global technology and services leader that powers the world’s best brands, today and into the future. We’re human-centered, tech-powered, intelligence-fueled. Every day we design, build, and run fully integrated, end-to-end solutions at speed and scale across the entire enterprise.