Customer Service Representative

Job Title

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Job Description

Core Functions/Key Responsibilities

• Ensure customer service meets the relevant Key Performance Indicators (KPI) as per contract
• Clarify customer requirements; delve into understanding, using tools and resources to provide the right solutions to customers
• Listen to customer needs and concerns carefully; show empathy while maximizing opportunities to build good relationships with customers
• Welcome customers politely, warmly, and professionally according to the agreed procedures
• Maintain basic knowledge of the client's products and/or services
• Prepare complete and accurate work, including appropriate account records if needed
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document, and gather information in the call tracking database
• Answer customer questions by referring them to published materials, secondary sources, or senior staff

Candidate Profile

• High School diploma with three to six months of relevant experience preferred
• Polite and with a strong customer service orientation
• Strong computer navigation skills and PC knowledge
• Ability to communicate effectively, both written and verbal
• Reliable with a high attention to detail
• Skilled in multitasking, including the ability to flexibly and quickly adapt to changes
• Tolerance for repetitive work in a fast-paced and highly productive work environment
• Able to work as a team member, as well as independently
• Show patience in all customer contact situations; including maintaining a pleasant and professional tone and demeanor
• Able to rotate shifts as needed

Career Framework Having the basic skills required by the program to perform routine tasks in a simple process but lacking specific knowledge of the program/product. Work with close supervision and clearly defined procedures. Start to show familiarity with client terminology, operational standards, and procedures. Beginner without sustained metric performance level.

Disclaimer The above statement is intended to describe the general nature and level of work being performed by people assigned to this job. It is not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.

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 other legally protected characteristics.