Advisor I, Customer Service Russia

Concentrix CVG Malaysia Sdn. Bhd.; Kuala Lumpur; Sur place; MYR 27 000 - 47 000; Plein temps

Résumé du poste

Concentrix CVG Malaysia Sdn. Bhd. is hiring an Advisor I, Customer Service Russia to interface with customers via inbound/outbound calls or online depending on client requirements. This role provides customer service support and resolves routine problems regarding the client's products or services.

The position emphasizes achieving contractual KPIs, problem resolution, empathy, and upselling opportunities, with a focus on accuracy, teamwork, and adaptability in a fast-paced environment.

Qualifications

• High school diploma with 3–6 months of relevant experience preferred.
• Courteous with strong customer service orientation.
• Strong computer navigation skills.
• Ability to communicate effectively, both written and verbal.
• Detail-oriented and dependable.
• Able to multitask in a fast-paced environment.
• Able to work in a team or independently.
• Patient with customers; maintains professional tone.
• Able to rotate shifts.

Responsabilités

• Meet contractual KPIs for service delivery.
• Clarify customer requirements; provide resolution using tools and resources.
• Listen attentively and demonstrate empathy while building rapport.
• Greet customers courteously using agreed procedures.
• Maintain basic knowledge of client products/services.
• Prepare complete and accurate work and notation of accounts.
• 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 seeking senior staff.

Connaissances

Customer service orientation

Computer skills

Communication skills

Attention to detail

Multitasking

Teamwork

Patience

Shift flexibility

Reliability

High school diploma

Formation

High school diploma

Description du poste

Job Title: Advisor I, Customer Service Russia

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

Country Specific Requirements

• 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 skills.
  • Should be able to handle complex queries.
  • Should be able to resolve customer queries independently.

Career Framework Role

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.

Geographical Information

Supplemental Geographical Information

Location

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

Language Requirements

Language Requirements

Time Type

Full time

Mission

Hi, we're Concentrix. We're a global technology and services leader that powers the brands of the future. We help well-known brands - the ones you use every day - improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we're so much more. Human-centered, tech-powered, intelligence fuelled. Every day we're busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it's ... designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We've got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We're the strategic thinkers who design brand-defining experiences. The technologists and engineers who build smarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy and design with data and analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.

EEO Statement

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.