About the Company

Concentrix is a global provider of customer experience (CX) technology and services. They partner with some of the world’s best brands to design, build, and run the customer engagement solutions that drive business success. They are committed to evaluating 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.

Job Description

This role involves providing excellent customer service in a contact center environment. The Customer Service Representative will be responsible for handling customer inquiries, ensuring service levels meet Key Performance Indicators (KPIs), and offering solutions. A crucial aspect of this role, especially if assigned to a Content Moderator position, involves reviewing and moderating explicit and sensitive content, including text, images, and videos, to ensure compliance with client terms of service and identify any violations related to violence, extremism, pornography, or graphic content. The representative will need to maintain basic product knowledge, document interactions accurately, and participate in activities aimed at enhancing customer satisfaction and business performance. Flexibility in shift rotation may be required.

Responsibilities

• Ensure service delivered to customers meets contractual Key Performance Indicators (KPIs).
• Clarify customer requirements, probe for understanding, and utilize decision-support tools and resources to provide appropriate resolutions.
• Listen attentively to customer needs and concerns, demonstrating empathy while building 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 appropriate account notations.
• Participate in activities designed to improve customer satisfaction and business performance.
• Offer additional products and/or services.
• Track, document, and retrieve information in the call tracking database.
• Respond to customer inquiries by referring them to published materials, secondary sources, or senior staff.
• Access explicit content (text, picture, video, etc.) for content moderation roles.
• Engage in content creation, moderation, and review of platform-uploaded content.
• Review reported content for abuse, including but not limited to violence, extremism, pornography, and ultra-graphic material.
• Review content supporting or opposing religious, sexual, or social thought processes or behaviors.
• Review sensitive content to determine if it violates client terms of service.

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 flexibility and adaptability to changes.
• Tolerance for repetitive work in a fast-paced, high-production work environment.
• Ability to work as a team member and independently.
• Demonstrate patience in all customer contact situations, maintaining a pleasant and professional tone.
• Ability to rotate shifts, as needed.
• Additional experience/skills may be required based on location and/or program.
• Possess the basic skill set to perform routine tasks within simple processes.
• Ability to learn and strong problem-solving skills.
• Demonstrate strong probing and problem-solving skills.
• Ability to handle complex queries.
• Ability to resolve customer queries independently.

Skills

ATS Keywords

Frequently Asked Questions

Other Information

Concentrix is an equal opportunity employer. Candidates are cautioned about potential recruitment fraud and are advised that Concentrix does not request or accept payments from candidates during the hiring process. Additional experience/skills may be required based on specific location and/or program.

Tags