About the Company

Concentrix is a global provider of customer experience (CX) solutions and technology. They are an equal opportunity employer and evaluate 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. They hire solely based on merit and do not request or accept payments from candidates during the hiring process or to verify banking information upon employment. Candidates are warned about potential recruitment fraud and to be vigilant against scams involving money requests.

Job Description

The Customer Service Representative role is within a contact center environment, focusing on delivering excellent customer service and meeting contractual Key Performance Indicators (KPIs). The position involves understanding and resolving customer requirements by utilizing decision-support tools and resources. Representatives are expected to actively listen to customers, demonstrate empathy, and build rapport. Key duties include greeting customers professionally, maintaining knowledge of client products/services, accurately documenting interactions, and participating in activities to enhance customer satisfaction and business performance. This role may also involve offering additional products/services and tracking information in a call database. If selected for a Content Moderator role, the job entails reviewing explicit and sensitive content (text, images, videos) that may include violence, extremism, pornography, or content related to religious, sexual, or social beliefs, ensuring it complies with client terms of service. The role requires basic skills for routine tasks with close supervision and clear procedures, with an opportunity to learn and develop familiarity with client terminology and standards. Performance metrics are not yet sustained, and the individual is in a starting phase.

Responsibilities

• Ensure service delivered to customers meets contractual Key Performance Indicators (KPIs).
• Clarify customer requirements, probe for understanding, and use decision-support tools to provide resolutions.
• Listen attentively to customer needs and concerns, demonstrating empathy and maximizing rapport-building opportunities.
• Greet customers courteously, in a friendly and professional manner, following established procedures.
• Maintain basic knowledge of client products and/or services.
• Prepare complete and accurate work, including appropriately notating accounts.
• Participate in activities designed to improve customer satisfaction and business performance.
• Offer additional products and/or services.
• Track, document, and retrieve information in a call tracking database.
• Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.
• Access and review explicit content (text, picture, video) if selected for a Content Moderator role.
• Engage in content creation, moderation, and review of uploaded content, identifying abuse such as violence, extremism, pornography, and ultra-graphic material.
• Review content that supports or opposes religious, sexual, or social thought processes or behaviors.
• Review sensitive content to determine if it violates client terms of service.
• Demonstrate effective communication skills, both written and verbal.
• Listen attentively to customer needs and concerns; demonstrate empathy.
• Clarify customer requirements; probe and confirm understanding of requirements or problems.
• Confirm customer understanding of the solution and provide additional customer education as needed.
• Learn effectively, demonstrating strong problem-solving skills.
• Demonstrate strong probing and problem-solving skills.
• Handle complex queries.
• Resolve customer queries independently.

Qualifications

• Graduate / Undergraduate in any discipline (may vary based on job requirement).
• 0 to 3 years of relevant experience.
• 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, maintaining a pleasant and professional tone and manner.
• Ability to rotate shifts, as needed.
• Additional experience/skills may be required based on location and/or program.
• Ability to effectively communicate, both written and verbally.
• Listen attentively to customer needs and concerns; demonstrate empathy.
• Clarify customer requirements; probe and confirm understanding of requirements or problems.
• 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.

Skills

ATS Keywords

Frequently Asked Questions

Other Information

This job posting includes a Recruitment Fraud Alert, emphasizing that Concentrix does not request or accept payments from candidates during the hiring process. Additional experience or skills may be required depending on the specific location and program. Job requirements might differ by country and will adhere to local laws. The role is described as a ‘Career Framework Role’ indicating an individual with basic skills for routine tasks, working under supervision, and beginning to gain familiarity with client operations.

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