Advisor I, Customer Service – English

Concentrix; Kuala Kubu Bharu; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading customer service provider is seeking an Advisor I for its Kuala Kubu Bharu location. The role entails responding to customer inquiries via calls or the Internet and ensuring service aligns with KPIs. Candidates should possess a high school diploma, strong customer service orientation, and effective communication skills. Responsibilities include providing resolutions to customer concerns and maintaining knowledge of client products. The position promises a dynamic and fast-paced environment with opportunities to grow.

Qualifications

• 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.
• Effective written and verbal communication.
• Dependable with strong attention to detail.

Responsibilities

• Ensure service delivered to customers meets contractual KPI requirements.
• Clarify customer requirements, probe for understanding, and provide appropriate resolutions.
• Listen attentively to customer needs and concerns; demonstrate empathy while building rapport.
• Greet customers courteously, friendly, and professionally using agreed procedures.

Skills

Customer service orientation

Computer navigation skills

Effective written communication

Effective verbal communication

Attention to detail

Flexibility and adaptability

Multi-tasking

Education

High school diploma

Job description

Job Title: Advisor I, Customer Service – English

Advisors I, Customer Service – English is responsible for responding to customer inquiries via inbound/outbound calls or the Internet, resolving routine problems and ensuring service aligns with contractual KPIs.

Essential Functions / Core Responsibilities

• Ensure service delivered to customers meets contractual KPI requirements.
• Clarify customer requirements, probe for understanding, and provide appropriate resolutions.
• Listen attentively to customer needs and concerns; demonstrate empathy while building rapport.
• Greet customers courteously, friendly, and professionally using agreed procedures.
• Maintain basic knowledge of client products and services.
• Prepare complete and accurate work, including appropriate account notation.
• Participate in activities designed to improve customer satisfaction and business performance.
• Offer additional products and/or services.
• Track, document and retrieve information in the 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.
• Effective written and verbal communication.
• Dependable with strong attention to detail.
• Skilled in multi-tasking; able to be flexible and adapt to changes quickly.
• Tolerance for repetitive work in a fast-paced, high-production environment.
• Team player and independent worker.
• Demonstrates patience in all customer contact situations; maintains a pleasant and professional tone and manner.
• Ability to rotate shifts as needed.
• Additional experience/skills may be required based on location and program.
• Job requirements may vary by country and will not contravene any local laws.

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

India:

• Ability to effectively communicate, both written and verbally.
• Listen attentively to customer needs and concerns; demonstrate empathy.
• Clarify customer requirements; probe for understanding and confirm clarification.
• Confirm customer understanding of the solution and provide additional education as needed.
• Ability to learn, 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.

Philippines:

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

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 Employment Opportunity Statement

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