Advisor I, Customer Service – Africa

Concentrix; Kuala Lumpur; On-site; MYR 22,000 - 36,000; Full time

Job summary

Concentrix in Kuala Lumpur is hiring an Advisor I, Customer Service – Africa to handle customer interactions via calls or online channels, delivering effective support and resolving routine problems. You will maintain knowledge of client products, document interactions, and work toward KPIs with empathy and professionalism.

The role requires a high school diploma with some experience, strong communication skills, and comfort with computer systems.

Qualifications

• Minimum high school diploma with basic customer service exposure.
• Ability to communicate clearly in written and spoken form.
• Comfort using computer systems and navigating basic software.

Responsibilities

• Handle inbound/outbound customer calls and online inquiries.
• Meet contractual KPIs and ensure high quality service.
• Clarify requirements and provide appropriate resolutions.
• Demonstrate empathy and build rapport with customers.
• Maintain accurate records and document interactions in systems.
• Promote additional products or services when appropriate.
• Participate in activities to improve customer satisfaction and performance.

Skills

Customer service

Communication

PC literacy

Multitasking

Empathy

Teamwork

Education

High school diploma

Job description

Job Title: Advisor I, Customer Service – Africa

Job Description

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

Candidate Profile

• High school diploma with three to six months of relevant experience preferred
• 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.

Supplemental Geographical Information

GERMANY - This job description does not apply to employees in Germany.

UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION

PHILIPPINES

• Minimum of two years of college education. No prior call center experience is required
• Ability to think clearly and can explain simple issues effectively, both written and verbally

INDIA

• 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 skillsShould be able to handle complex queries
• Should be able to resolve customer queries independently

Job requirements may vary by country and will not contravene any local laws

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: MYS Kuala Lumpur Sentral - NU Tower 2 - Level 9 &10

Language Requirements:

Time Type: Full time

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