Customer Service Representative

Concentrix; Bhubaneshwar; On-site; INR 250,000 - 350,000; Full time

Job summary

Concentrix is seeking a Customer Service Representative in Bhubaneshwar to handle inbound/outbound calls and online inquiries, delivering quality support and resolving routine issues. The role emphasizes empathy, accurate documentation, and adherence to client KPIs.

You will greet customers professionally, maintain product knowledge, and escalate when needed, with opportunities to upsell services and improve customer satisfaction.

Qualifications

• Graduate/Undergraduate in any discipline (may vary basis the job requirement).
• 0 to 3 years of relevant experience
• 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

Responsibilities

• Interface with customers via inbound calls, outbound calls, or the Internet depending upon client requirements.
• Provide customer service support and resolution of routine problems regarding client's product or services.
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to provide resolution.
• 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.
• 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.

Skills

Customer service orientation

Written and verbal communication

Attention to detail

Teamwork

Problem solving

Education

Graduate/Undergraduate in any discipline

Job description

Job Title: Customer Service Representative

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

In case you are selected for a Content Moderator role, please note that:

• 1. The nature of the job will include accessing explicit content that includes text, picture, video etc.
• 2. It will involve content creation; moderation & review of content uploaded on the platform. The reported content will need to be reviewed to find out any kind of abuse including & not limited to Violence, Extremism, Pornography, & Ultra Graphic along with a wide variety of content supporting or opposing religious, sexual, social thought process or behaviors.
• 3. It includes reviewing content that may be sensitive in nature and need to focus whether reviewed content is in violation of our client’s terms of service

Candidate Profile

• Graduate / Undergraduate in any discipline (may vary basis the job requirement)
• 0 to 3 years of relevant experience
• 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

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.

• Ability to effectively communicate, both written and verbally
• Listen attentively to customer needs and concerns; demonstrate empathy
• Clarify customer requirements; probe for and confirm understanding of requirements or problem
• Confirm customer understanding of the solution and provide additional customer education as needed
• Ability to learn including strong problem-solving skills
• Demonstrate strong probing and problem-solving skills
• Should be able to handle complex queries
• 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.

Company Information

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.

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 design brand‑defining experiences.

The technologists & engineers who build smarter 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.

Experience the power of Concentrix.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.

Location

IND Bhubaneshwar Rajmahal MLCP 4th & 5th Flrs

Language Requirements

Time Type: Full time