Customer Service Representative

Convergys; Khordha; On-site; INR 180,000 - 280,000; Full time

Job summary

Concentrix in India (Odisha) is seeking a Graduate-level Content Moderator to support customer care through accurate query resolution, empathetic communication, and meticulous note-taking. You will maintain knowledge of client products and services while delivering consistent service.

Responsibilities include clarifying requirements, resolving issues, and guiding customers to appropriate resources. The role may involve content moderation tasks, collaboration with teammates, and occasional shift

Qualifications

• Graduate/undergraduate in any discipline
• 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; adaptable to changes
• Tolerance for repetitive work in a fast-paced environment
• Ability to rotate shifts, as needed

Responsibilities

• Ensure service delivered to customers meets contractual KPIs
• Clarify customer requirements and provide resolution using decision-support tools
• Listen attentively and build rapport with customers
• Greet customers courteously and professionally
• Maintain knowledge of client products and services
• Prepare complete and accurate work and notation in accounts
• Respond to inquiries by directing to resources or senior staff
• Participate in activities to improve customer satisfaction and business performance
• Handle content moderation tasks as required (per program)

Skills

Customer service

Communication

Attention to detail

Multitasking

Teamwork

Shifts flexibility

Education

Graduate / Undergraduate in any discipline

Job description

Essential Functions/Core ResponsibilitiesEnsure 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 customerListen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customerGreet customers in a courteous, friendly, and professional manner using agreed upon proceduresMaintain basic knowledge of client products and/or servicesPrepare complete and accurate work including appropriately notating accounts as requiredParticipate in activities designed to improve customer satisfaction and business performanceOffer additional products and/or servicesTrack, document and retrieve information in call tracking databaseRespond 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 serviceCandidate ProfileGraduate / Undergraduate in any discipline (may vary basis the job requirement)0 to 3 years of relevant experienceCourteous with strong customer service orientationStrong computer navigation skills and PC KnowledgeAbility to effectively communicate, both written and verballyDependable with strong attention to detailSkilled in multi-tasking; including the ability to be flexible and adapt to changes quicklyTolerance for repetitive work in a fast-paced, high production work environmentAbility to work as a team member, as well as independentlyDemonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone and mannerAbility to rotate shifts, as neededBased on location and/or program, additional experience/skills may be requiredJob requirements may vary by country and will not contravene any local lawsCareer 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 verballyListen attentively to customer needs and concerns; demonstrate empathyClarify customer requirements; probe for and confirm understanding of requirements or problemConfirm customer understanding of the solution and provide additional customer education as neededAbility to learn including strong problem-solving skillsDemonstrate strong probing and problem-solving skillsShould be able to handle complex queriesShould be able to resolve customer queries independentlyDisclaimerThe 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.NOTICE: Recruitment Fraud AlertConcentrix hires people solely based on merit. We do not request or accept payments or security deposits from candidates during our hiring process. We also don't solicit payment to verify a candidate's banking information upon employment. If you or anyone else receives unexpected communication about a job offer or interview that involves money, please be vigilant and identify it as a potential scam.Learn more: https://www.concentrix.com/scam-warning/