Advisor I, Customer Service – Indo

Concentrix; Kota Yogyakarta; On-site; IDR 44,640,000 - 72,540,000; Full time

Job summary

Concentrix in Yogyakarta, Indonesia seeks an Advisor I, Customer Service to handle inbound and outbound calls and online inquiries, resolving routine customer issues while meeting KPIs.

You will learn client products, document interactions, and identify opportunities to offer additional products or services, collaborating with teammates in a fast-paced environment.

Qualifications

• High school diploma preferred.
• Courteous with strong customer service orientation.
• Strong computer navigation skills and PC knowledge.
• Ability to communicate effectively, both written and verbal.
• Dependable with attention to detail.
• Able to multitask in a fast-paced environment.
• Team player and independent work ability.
• Patient and professional in all customer interactions.

Responsibilities

• Interface with customers via inbound calls, outbound calls, or online interactions as required by clients.
• Ensure service delivery meets contractual KPIs.
• Clarify requirements and use tools to resolve issues.
• Greet customers politely and maintain professional tone.
• Maintain basic knowledge of client products/services.
• Document and complete work accurately; update accounts as needed.
• Engage in activities to improve customer satisfaction and business performance.
• Offer additional products and/or services when appropriate.
• Track and retrieve information in call databases; respond using published materials or escalation when needed.

Skills

Customer service

Communication skills

Computer skills

Attention to detail

Multitasking

Teamwork

Patience

Education

High school diploma

Tools

Basic PC knowledge

Job description

Job Title: Advisor I, Customer Service – Indo Job Description

The Advisor I, Customer Service position interfaces with customers via inbound calls, 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’)
• 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

Candidate Profile

• High school diploma with three to six months of relevant experience preferred
• 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 situations; 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 *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.

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.

Location: IDN Yogyakarta, Lippo Mall Floors 1 & 6

Language Requirements:

Time Type: Full time

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Mission

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future.

Equal Opportunity Statement

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.