Customer Support Representative August 5, 2019

Concentrix(Worldwide) Rochester , MN 55905

Posted 5 months ago

Essential Functions/Core Responsibilities \u2022 Ensure service delivered to our customers meets contractual Key Performance Indicator (\u2018KPIs\u2019) \u2022 Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer \u2022 Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer \u2022 Greet customers in a courteous, friendly, and professional manner using agreed upon procedures \u2022 Maintain basic knowledge of client products and/or services \u2022 Prepare complete and accurate work including appropriately notating accounts as required \u2022 Participate in activities designed to improve customer satisfaction and business performance \u2022 Offer additional products and/or services \u2022 Track, document and retrieve information in call tracking database \u2022 Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff Candidate Profile \u2022 High school diploma with three to six months of relevant experience preferred \u2022 Courteous with strong customer service orientation \u2022 Strong computer navigation skills and PC Knowledge \u2022 Ability to effectively communicate, both written and verbally \u2022 Dependable with strong attention to detail \u2022 Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly \u2022 Tolerance for repetitive work in a fast-paced, high production work environment \u2022 Ability to work as a team member, as well as independently \u2022 Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner \u2022 Ability to rotate shifts, as needed \u2022 Based on location and/or program, additional experience/skills may be required *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 RECRUITER ENTER THE APPLICABLE LANGUAGE:UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION PHILIPPINES \u2022 Minimum of two years of college education. No prior call center experience is required\u2022 Ability to think clearly and can explain simple issues effectively, both written and verbally INDIA \u2022 Ability to effectively communicate, both written and verbally\u2022 Listen attentively to customer needs and concerns; demonstrate empathy\u2022 Clarify customer requirements; probe for and confirm understanding of requirements or problem\u2022 Confirm customer understanding of the solution and provide additional customer education as needed\u2022 Ability to learn including strong problem solving skills\u2022 Demonstrate strong probing and problem solving skills\u2022 Should be able to handle complex queries\u2022 Should be able to resolve customer queries independently Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.

They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.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.

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Customer Support Representative August 5, 2019