Customer Service Advisor - English

Concentrix; Surakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A global customer service company in Surakarta is seeking an Advisor I, Customer Service to support customers through calls and online inquiries. The ideal candidate will have a high school diploma, strong customer service orientation, and the ability to adapt in a fast-paced environment. Responsibilities include ensuring service meets performance metrics, clarifying customer needs, and participating in satisfaction improvement activities. The role involves teamwork as well as independent work, with the possibility of shift rotations.

Qualifications

• Preferred three to six months of relevant experience.
• Dependable with strong attention to detail.
• Tolerance for repetitive work in a fast-paced environment.

Responsibilities

• Ensure service meets KPIs.
• Provide resolution to customer inquiries.
• Participate in activities to improve customer satisfaction.

Skills

Customer service orientation

Strong computer navigation skills

Effective communication

Attention to detail

Multi-tasking

Education

High school diploma

Job description

Advisor I, Customer Service

Advisor, 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

Requirement

• 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. 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.