Customer Service Representative

Concentrix; South 24 Parganas; On-site; INR 180,000 - 300,000; Full time

Job summary

Concentrix is hiring a Customer Service Advisor I to interface with customers via inbound/outbound calls and online channels, delivering service and resolving routine problems per client requirements.

The role emphasizes meeting contractual KPIs, effective communication, empathy, and maintaining product knowledge while documenting interactions accurately and supporting customer satisfaction initiatives.

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; flexible and adaptable.
• Tolerance for repetitive work in a fast-paced environment.
• Ability to work as a team member, as well as independently.
• Demonstrate patience in all customer contact situations and maintain a professional tone.
• Ability to rotate shifts, as needed.

Responsibilities

• Meet service delivery KPIs for customer interactions.
• Clarify customer requirements and probe for understanding; provide resolution.
• Listen attentively and show empathy to build rapport with customers.
• Greet customers in a courteous, friendly, and professional manner.
• Maintain basic knowledge of client products and/or services.
• Prepare complete and accurate work and note accounts as required.
• Participate in activities to improve customer satisfaction and business performance.
• Offer additional products and/or services as appropriate.
• Track, document and retrieve information in call systems.
• Respond to inquiries by referring to published materials or escalation.

Skills

Customer service

Communication

Multi-tasking

Teamwork

Education

Graduate / Undergraduate

Tools

PC Knowledge

Job description

Job Description

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

• 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 Role

• 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 problemConfirm 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.

Equal Opportunity

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.

Recruitment Fraud Alert

Concentrix 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/