Representative, Operations

cnx; Pune District; On-site; INR 210,000 - 350,000; Full time

Job summary

Concentrix in Pune seeks a Representative, Operations to handle customer service and technical support across inbound/outbound calls, emails, or chats as required. The role focuses on resolving routine problems and ensuring KPI targets are met.

The ideal candidate is a graduate or undergraduate with strong communication, empathy, and multitasking skills, capable of working in a fast-paced, target-driven environment while delivering professional service to customers.

Qualifications

• Graduate / Undergraduate in any discipline (may vary basis the job requirement)
• 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 to changes
• Tolerance for repetitive work in a fast-paced environment
• Ability to work as a team member, or independently
• Demonstrate patience in customer contact simulations, with a pleasant and professional tone
• Ability to rotate shifts, as needed

Responsibilities

• Meet KPIs by delivering quality service to customers.
• Clarify requirements; probe for understanding and provide resolution.
• Listen empathetically to customer needs and build rapport.
• Greet customers in a courteous, friendly, and professional manner.
• Maintain basic knowledge of client products and/or services.
• Prepare complete and accurate work including appropriate account notation.
• Participate in activities to improve customer satisfaction and business performance.
• Offer additional products and/or services.
• Track, document and retrieve information in call tracking database.
• Respond to inquiries by referring to published materials or senior staff.

Skills

Customer service

Communication

Multitasking

Attention to detail

Empathy

Teamwork

Flexibility

Problem solving

Rotating shifts

Education

Graduate/Undergraduate in any discipline

Tools

PC navigation

Job description

Job Title:

Representative, Operations

Job Description

The Representative Customer Service / Technical Support position interfaces with customers via inbound and / or outbound calls, Emails / Chats or through the Internet depending upon client requirements. This position provides customer service support / Technical Support and resolution of routine problems regarding client's product or services.

Experience – Fresher or any experience

• 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 curation, 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 behaviours.

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)
• 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 simulations, 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
• Confirm customer understanding of the solution and provide additional customer education as needed
• Demonstrate strong probing and problem-solving skills
• Should be able to handle complex queries from customer and resolve the same 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.

Location

IND Pune - Tech Park One, Blk A, 1st & 2nd

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