Customer Service Representative

Careers

Customer Service Representative

Essential Functions/Core Responsibilities 

These Customer Service Support roles are *not your typical call-center positions!* In this role, you will support our clients customers with ordering, booking, shipping, tracking, credits, product returns and quoting. We support the customer from the initial communication until the product is returned or received. This program if heavy on email communication support and will have some inbound phone time. There is no cold calling on this program.

At Concentrix, we offer many benefits including paid training, competitive wages, greater career potential and much more! This program will be a work from home position and Concentrix will provide the computer for this role.

As a Customer Support Associate at Concentrix, you'll provide exceptional service to customers and our clients by providing back office support services including compiling customer sales quoting information, email correspondence, data entry and analysis, processing and researching customer sales quotes.  Strong computer skills, including MS Excel and multitasking skills are necessary for this role.

• 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   

• May offer additional products and/or services   

• Track, document and retrieve information in call tracking database   

• May respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

   

Candidate Profile 

  • Hours of operation, must be willing and flexible to work during the following Monday-Friday 7:00am-7:00pm
  • Saturday: Rotating Saturday's approx. 3 per quarter 9:00am-7:00pm
  • Extended coverage 4 Saturday's per quarter: 7:00am-2:00am

• High school diploma/GED required with three to six months of relevant experience preferred (customer service/clerical/administrative)

• Courteous with strong customer service orientation

• Strong computer navigation skills and PC Knowledge, including MS Excel

• 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

• Flexibility in accepting schedule changes 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

**CNX will be providing PCs for this position

   

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.

  

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 EEO/AA/M/F/Vet/Disability Employer

*msja

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