Sr. Representative, Operations Job in Concentrix
Sr. Representative, Operations
Concentrix
4+ weeks ago
- Mumbai, Maharashtra
- Not Disclosed
- Full-time
Job Summary
Position: Sr. Representative - Customer Service / Technical Support Experience: Minimum 12 months of relevant experience About the Role: The Sr. Representative in Customer Service / Technical Support is responsible for providing exceptional support to customers through inbound/outbound calls, emails, chats, or other online platforms, depending on client needs. This role involves resolving routine technical and customer service issues and ensuring a high level of customer satisfaction. Key Responsibilities: Customer Service Excellence: Provide effective customer service and technical support by understanding and resolving customer queries regarding products or services. Meet KPIs: Ensure the service provided aligns with contractual Key Performance Indicators (KPIs) and consistently meets performance standards. Customer Interaction: Greet customers in a courteous, friendly, and professional manner, listening attentively to their concerns and using decision-support tools to provide appropriate solutions. Empathy & Rapport Building: Demonstrate empathy in customer interactions while aiming to build strong, positive relationships. Product Knowledge: Maintain up-to-date knowledge of client products/services to accurately address customer inquiries. Accurate Record-Keeping: Document customer interactions thoroughly and accurately in the call tracking database, ensuring all required information is captured. Customer Education: Confirm customer understanding of solutions provided and offer additional guidance as necessary. Problem-Solving: Utilize strong probing and problem-solving skills to resolve complex customer issues independently. Support Initiatives: Participate in activities aimed at improving customer satisfaction and overall business performance. Cross-Selling: Proactively offer additional products and services where appropriate. Shift Flexibility: Be able to rotate shifts as required based on business needs. Candidate Profile: Educational Qualification: Graduate/Undergraduate in any discipline. Customer Service Focused: Courteous with a strong customer service orientation and excellent communication skills, both written and verbal. Technical Proficiency: Strong computer navigation skills, with a good understanding of PC systems. Attention to Detail: Dependable, with a keen eye for detail, able to manage multiple tasks simultaneously and adapt to changes quickly. Team Player: Ability to work both independently and as part of a team, maintaining a professional tone in all interactions. Patience & Professionalism: Demonstrate patience in all customer interactions, maintaining a calm and professional demeanor. Adaptability: Ability to handle repetitive tasks in a fast-paced environment and remain adaptable to changing demands. Content Moderator Role (if selected): Nature of the Role: You may be assigned a Content Moderator position, which will involve reviewing and moderating explicit content across various formats such as text, images, and videos. Content Curation: Review uploaded content for compliance with platform guidelines, focusing on identifying content related to violence, extremism, pornography, or other inappropriate material. Sensitive Content Handling: Focus on reviewing sensitive material in line with the client s terms of service, ensuring it adheres to community guidelines. Ethical Standards: Ensure all reviewed content aligns with the client s terms of service while maintaining a high level of discretion and professionalism.
Qualification : Graduate / Undergraduate in any discipline (may vary basis the job requirement)
Qualification : Graduate / Undergraduate in any discipline (may vary basis the job requirement)
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