Customer Service Representative

Convergys; Hyderabad; On-site; INR 250,000 - 350,000; Full time

Job summary

Convergys in Hyderabad seeks a Customer Service Representative to handle inbound and outbound calls and online inquiries, delivering service that meets customer expectations and contractual KPIs.

The role requires good communication, patience, and teamwork, with the ability to adapt to changing shifts and use problem-solving skills to resolve routine issues and guide customers to appropriate solutions.

Qualifications

• Graduate or undergraduate in any discipline; role requirements may vary.
• Strong customer service orientation and communication skills.
• Able to multi-task in a fast-paced environment.
• Ability to rotate shifts as needed.
• Demonstrate empathy and active listening in customer interactions.

Responsibilities

• Ensure services meet contractual KPIs.
• Clarify customer requirements and provide resolution.
• Greet customers courteously and professionally.
• Maintain knowledge of client products and services.
• Document interactions in the call-tracking system.
• Offer additional products or services when appropriate.
• Respond to inquiries using published materials or escalate as needed.

Skills

Customer service

Written communication

Verbal communication

Multitasking

Attention to detail

Team player

Empathy

Shift flexibility

Education

Graduate / Undergraduate in any discipline

Job description

## Customer Service RepresentativeApplylocations: IND Hyderabad - Unit No. 601 6th Flr Maximus Building 2A Mindspacetime type: Full timeposted on: Posted 9 Days Agojob requisition id: R1727862Job Title:Customer Service RepresentativeJob DescriptionThe 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 staffIn 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\*Job requirements may vary by country and will not contravene any local laws## Career Framework RoleHas 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.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.