Independencia ATC ES

Concentrix; Lima Metropolitana; On-site; PEN 20,000 - 31,000; Full time

Job summary

Concentrix in Lima, Peru is seeking an Independencia ATC ES to deliver customer support across inbound calls, ensuring service aligns with KPIs and customer expectations. The role focuses on clarifying requirements, resolving issues, and maintaining accurate customer records while upholding professional communication.

The ideal candidate will have a high school diploma and 3–6 months relevant experience, strong PC skills, and the ability to multitask in a fast-paced environment, with flexibility

Qualifications

• High school diploma or equivalent required.
• Minimum 3–6 months of relevant experience preferred.
• Courteous with strong customer service orientation.
• Strong computer navigation skills and PC knowledge.
• Ability to communicate clearly, both written and verbal.
• Detail-oriented and dependable.
• Able to multitask in a fast-paced environment.

Responsibilities

• Ensure service delivery meets contractual KPIs.
• Clarify customer requirements; probe for understanding and provide resolution.
• Listen attentively and build rapport with customers.
• Greet customers courteously following procedures.
• Maintain basic knowledge of client products and services.
• Prepare complete and accurate work and notation of accounts.
• Participate in activities to improve customer satisfaction and 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 more senior staff.

Skills

Customer service

PC proficiency

Written & verbal communication

Attention to detail

Multi-tasking

Adaptability

Team player

Patience

Shift flexibility

Program knowledge (location)

Education

High school diploma

Tools

Call tracking system

Job description

Job Title: Independencia ATC ES Job Description

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 *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

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 centre 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

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

Location: PER Lima - Marcos Farfan 3346, Independencia

Language Requirements

Language Requirements: Spanish (Required) Time Type: If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents.

Mission

Hi, we’re Concentrix.

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 & engineers who build smarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & 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.

EEO Statement

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.