Customer Service/Support

Job Title:
Job Posting Title Advisor 1: Chat Support, CRMJob Description
The Advisor I, Chat Support position interfaces with customers via inbound chats, 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.

Essential Functions/Core Responsibilities

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)

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  Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer

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  Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

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  Greet customers in a courteous, friendly, and professional manner using agreed upon procedures

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  Maintain basic knowledge of client products and/or services

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  Prepare complete and accurate work including appropriately notating accounts as required

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  Participate in activities designed to improve customer satisfaction and business performance

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  Offer additional products and/or services

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  Track, document and retrieve information in chat/call tracking database

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  Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Candidate Profile

• High school diploma with three to six months of relevant experience preferred

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  Courteous with strong customer service orientation

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  Strong computer navigation skills and PC Knowledge

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  Ability to effectively communicate, both written and verbally

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  Dependable with strong attention to detail

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  Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly

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  Tolerance for repetitive work in a fast-paced, high production work environment

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  Ability to work as a team member, as well as independently

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  Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner

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  Ability to rotate shifts, as needed

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  Based on location and/or program, additional experience/skills may be required

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  Job requirements may vary by country and will not contravene any local laws

Career Framework Role
Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.

Supplemental Geographical Information

UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION


PHILIPPINES

• Minimum of two years of college education. No prior call center experience is required
• Ability to think clearly and can explain simple issues effectively, both written and verbally

INDIA

• Ability to effectively communicate, both written and verbally
• Listen attentively to customer needs and concerns; demonstrate empathy
• Clarify customer requirements; probe for and confirm understanding of requirements or problem
• Confirm customer understanding of the solution and provide additional customer education as needed
• Ability to learn including strong problem solving skills
• Demonstrate strong probing and problem solving skills
• Should be able to handle complex queries
• Should be able to resolve customer queries independently

Disclaimer

Concentrix is an equal opportunity employer. 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.


Location:
CRI San Jose - US EmbassyLanguage Requirements:
EnglishTime Type:
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