Responsibilities
- Ensure service delivered to customers meets contractual KPIs.
- Clarify customer requirements, probe for understanding, and use decision-support tools to resolve issues.
- Listen attentively to customer needs, demonstrate empathy, and build rapport.
- Greet customers courteously, friendly, and professionally.
- Maintain basic knowledge of client products or services.
- Prepare complete and accurate work, appropriately noting accounts as required.
- Participate in activities designed to improve customer satisfaction and business performance.
- Offer additional products or services.
- Track, document, and retrieve information in the call-tracking database.
- Respond to inquiries by referring to published materials, secondary sources, or senior staff.
Qualifications
- High‑school diploma with 3–6 months of relevant experience preferred.
- Courteous with a strong customer‑service orientation.
- Strong computer navigation skills and PC knowledge.
- Effective written and verbal communication skills.
- Dependable with strong attention to detail.
- Skilled in multitasking, flexible, and able to adapt to changes quickly.
- Tolerance for repetitive work in a fast‑paced, high‑production environment.
- Ability to work as a team member and independently.
- Demonstrates patience in all customer contact situations.
- Ability to rotate shifts as needed.
Core Job Framework
Has the program‑required basic skill set to perform routine tasks within simple processes but lacks program‑product specific knowledge.
Works with close supervision and clearly defined procedures.
Begins to demonstrate familiarity with client terminology, operating standards, and procedures.
Starter level without sustained metric performance levels.
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.
Equal Opportunity Employer
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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