About the Company

Concentrix is an equal opportunity employer. Qualified applicants are considered 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

The Operations Representative in Customer Service/Technical Support interacts with customers through various channels, including inbound and outbound calls, emails, chats, or the internet, depending on specific client needs. This role provides customer service support and technical assistance, resolving routine issues related to client products or services.

Responsibilities

• Achieve contractual Key Performance Indicators (KPIs) in service delivery to customers.
• Accurately determine customer needs, employing probing techniques and decision-support tools to provide appropriate resolutions.
• Actively listen to customer needs and concerns, demonstrating empathy and building rapport to enhance customer relationships.
• Answer customers calls in a courteous, friendly and professional manner using agreed upon procedures
• Maintain a foundational understanding of client products and services.
• Maintain a foundational understanding of client products and/or services
• Produce thorough and accurate work, including proper account notation as required.
• Actively participate in initiatives designed to enhance customer satisfaction and improve business performance.
• Identify opportunities to offer additional products and/or services.
• Track, document, and retrieve information using a call tracking database.
• Address customer inquiries by directing them to appropriate published materials, secondary resources, or more senior personnel.

Qualifications

• Bachelor’s or undergraduate degree in any field of study (requirements may vary based on specific job requirements).
• Demonstrated courtesy and a strong customer service focus.
• Proficiency in computer navigation and PC knowledge.
• Excellent written and verbal communication skills.
• Dependability and strong attention to detail.
• Proficiency in multitasking, with the ability to adapt quickly to changes.
• Tolerance for repetitive tasks within a fast-paced, high-volume work environment.
• Ability to function effectively as a team member and independently.
• Demonstrated patience in all customer interactions, maintaining a pleasant and professional demeanor.
• Flexibility to work rotating shifts as required.
• Depending on the location and/or program, additional experience/skills may be necessary.
• Verify customer comprehension of resolutions and provide additional education as necessary.
• Demonstrate strong probing and problem-solving capabilities.
• Independently manage and resolve complex customer queries.

Skills

ATS Keywords

Frequently Asked Questions

Other Information

Candidates selected for a Content Moderator position should be aware of the following:

1. The role involves exposure to explicit content, including text, images, and videos.
2. Responsibilities include content curation, moderation, and review of content uploaded to the platform. This involves identifying various forms of abuse, such as violence, extremism, pornography, and graphic content, as well as content related to diverse religious, sexual, and social viewpoints.
3. The role requires reviewing potentially sensitive content to determine whether it violates client terms of service.

Concentrix (including its employees and affiliates) and authorized third parties (consultants/agencies/vendors) never request recruitment, processing, or any other fees in exchange for a job offer or recruitment-related activities.

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

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