Independencia Canales escritos

Concentrix; Lima Metropolitana; On-site; PEN 18,000 - 30,000; Full time

Job summary

Concentrix in Lima, Peru is seeking an Advisor I for Chat Support; primary duties include handling inbound chats, outbound calls, and internet inquiries to deliver frontline customer service and resolution of routine issues.

You will ensure KPI targets are met, greet customers professionally, and maintain product knowledge while documenting interactions accurately in the system. This role suits individuals with a high school diploma and some experience in customer service.

Qualifications

• High school diploma required; 3–6 months of relevant experience preferred.
• Strong customer service orientation and courteous demeanor.
• Good computer navigation skills and PC knowledge.
• Clear written and verbal communication skills.
• Dependability with attention to detail.
• Ability to multitask in a fast-paced environment.
• Team player who can also work independently and adapt to changes.

Responsibilities

• Ensure service meets contract KPIs and quality standards.
• Clarify customer requirements; use resources to resolve issues.
• Listen actively and build rapport with customers; show empathy.
• Greet customers professionally following standard procedures.
• Maintain basic knowledge of client products or services.
• Document and manage customer interactions accurately in the system.
• Assist in activities to improve customer satisfaction and business performance.
• Promote additional products or services when appropriate.
• Handle chat/call records and reference materials as needed.

Education

High school diploma

Job description

Job Title

Independencia Canales escritos

Job Description

The Advisor I, Chat Support position interfaces with customers via inbound chats, 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 chat/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

*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

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.

Location

PER Lima - Marcos Farfan 3346, Independencia

Language Requirements

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. 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 designbrand-defining experiences. The technologists & engineers who buildsmarter 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. Experience the power of Concentrix.

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