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Representative, Operations

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Concentrix

10d ago

  • Job
    Full-time
    Entry Level
  • Customer Relations
  • Ranchi
    Remote

AI generated summary

  • You should be a graduate or undergraduate with customer service skills, strong communication, attention to detail, problem-solving ability, and be adaptable in a fast-paced environment.
  • You ensure customer service meets KPIs, address inquiries, build rapport, maintain product knowledge, document interactions, and promote additional services for enhanced satisfaction and performance.

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 primary role of a Representative in Operations?

The primary role of a Representative in Operations is to interface with customers via calls, emails, chats, or the internet to provide customer service and technical support, resolving routine problems related to the client's products or services.

Is prior experience required for this position?

No, prior experience is not required as candidates can be freshers or have any level of experience.

What are the key responsibilities of this job?

Key responsibilities include ensuring service meets KPIs, clarifying customer requirements, listening attentively to customer needs, maintaining knowledge of client products, documenting calls, and participating in activities to improve customer satisfaction.

What is the nature of the content moderation role mentioned in the job description?

The content moderation role involves accessing explicit content, reviewing and moderating uploads on the platform, and assessing reported content for compliance with client terms of service.

What qualifications are needed for this job?

A graduate or undergraduate degree in any discipline is preferred, along with strong customer service orientation, computer skills, effective communication abilities, and attention to detail.

Are there specific skills required for this position?

Yes, skills such as problem-solving, multi-tasking, adaptability to changes, and the ability to handle complex customer queries are essential.

Will training be provided for new hires?

Yes, training will typically be provided to ensure that new hires are equipped to meet the responsibilities of the role.

Is shift rotation required for this position?

Yes, the ability to rotate shifts as needed is required for this role.

What is the work environment like for this position?

The work environment is fast-paced and high production, with a tolerance for repetitive tasks being necessary.

Does the company have a non-discrimination policy?

Yes, Concentrix is an equal opportunity employer and evaluates qualified applicants without regard to various legally protected characteristics.

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.