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Sr. Representative, Operations

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Concentrix

16d ago

  • Job
    Full-time
    Expert Level
  • Customer Relations
    Sales & Business Development
  • Mumbai

AI generated summary

  • You need 12 months relevant experience, a graduate/undergraduate degree, strong customer service skills, computer proficiency, effective communication, attention to detail, problem-solving abilities, and flexibility.
  • You will ensure customer service meets KPIs, address inquiries, build rapport, maintain product knowledge, document interactions, and promote additional products while enhancing customer satisfaction.

Requirements

  • Experience – Minimum 12 Months Of Relevant 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 Sr. Representative, Operations position?

The main responsibility is to provide customer service support and technical support, resolving routine problems regarding the client's products or services through inbound and outbound calls, emails, chats, or the internet.

What experience is required for this role?

A minimum of 12 months of relevant experience is required.

What qualifications are necessary for applicants?

Applicants should be a graduate or undergraduate in any discipline, although this may vary based on specific job requirements.

What skills are preferred for candidates applying for this position?

Candidates should have strong customer service orientation, computer navigation skills, effective communication abilities (both written and verbal), attention to detail, multi-tasking skills, and the ability to handle complex queries independently.

Will the job involve handling sensitive content?

Yes, if selected for the Content Moderator role, the job will involve reviewing explicit content, including text, images, and videos, and ensuring compliance with the client’s terms of service.

Is prior knowledge of client products required?

While a basic knowledge of client products and/or services is beneficial, it is expected that candidates will maintain this knowledge and learn more through training.

How can candidates demonstrate their problem-solving skills for this position?

Candidates can demonstrate strong probing and problem-solving skills during the interview process, showing their ability to handle complex customer queries and provide effective resolutions.

Is there a requirement to work shifts?

Yes, candidates must be able to rotate shifts as needed.

Are there opportunities for career advancement in this role?

Yes, participating in activities designed to improve customer satisfaction and business performance may lead to opportunities for career advancement within the company.

Does Concentrix offer equal employment opportunities?

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

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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.