Independencia ATC ES

cnx; Lima Metropolitana; Presencial; PEN 22.000 - 39.000; Jornada completa

Descripción de la vacante

Concentrix in Peru is seeking an Advisor I, Customer Service to handle inbound/outbound calls and online inquiries, delivering courteous service while resolving routine issues. You will aim to meet KPI targets, document interactions, and upsell where appropriate.

The role requires a high school diploma with some experience, strong communication, patience, and the ability to multitask in a fast-paced environment. Shift rotations may be required.

Formación

• High school diploma with 3–6 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; adaptable to changes.
• Team player and able to work independently.
• Demonstrate patience in all customer contact situations; professional tone.
• Ability to rotate shifts as needed.
• Job requirements may vary by country and will not contravene local laws.

Responsabilidades

• Meet contractual KPIs for service delivery.
• Clarify customer requirements; probe for understanding and use resources to resolve issues.
• Listen to customer needs and concerns; 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 proper account notes.
• Participate in activities to improve customer satisfaction and business performance.
• Offer additional products and/or services.
• Track, document and retrieve information in the call tracking database.
• Refer inquiries to published materials or more senior staff.

Conocimientos

Customer service

Computer navigation

Verbal communication

Dependable

Team player

Multitasking

Patience

Educación

High school diploma

Descripción del empleo

Job Title: Independencia ATC ES

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
• *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 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

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 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

PER Lima - Marcos Farfan 3346, Independencia

Language Requirements

Spanish (Required)

Time Type

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