Customer Service – Chat and Email – Concentrix

Customer Service – Chat and Email – Concentrix

Job Description
Advisor I, Customer Service position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client’s products or services.

In this role, you’ll be:
The digital lifeline for our clients, providing exceptional service via chat and email. Answer questions, troubleshoot issues, and offer support with a friendly and efficient touch.
A master communicator, crafting clear and concise messages that build rapport and resolve concerns.
A detective of the digital world, unearthing the root of customer issues and finding creative solutions. Think outside the box and make every interaction a positive experience.
A multi-tasking marvel, juggling multiple chats and emails with grace and efficiency.
A brand ambassador, building lasting relationships with customers and turning them into loyal fans. Every interaction is an opportunity to shine!

Essential Functions/Core Responsibilities
Ensure service delivered to our customers meets contractual Key Performance Indicators (‘KPIs’)
Clarify customer requirements; probe for understanding and use decision-support tools and resources to appropriately provide resolution to the customer.
Listen attentively to customer needs and concerns; demonstrate empathy while maximizing the 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.
Offer additional products and/or services.

Candidate Profile
A minimum high school diploma with 3 to 6 months of relevant experience is preferred.
Excellent communication, interpersonal, and negotiation skills. Thrive in a fast-paced environment and build rapport with diverse audiences.
Ability to fluently communicate in the required language of support, both written and verbally.
Ability to multi-task, prioritize effectively, be flexible and adaptable to changes, and meet deadlines consistently.
Tech-savvy individual comfortable navigating chat platforms, email systems, and customer relationship management (CRM) tools.
Dependable with proficient attention to detail.
Demonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone and manner.
Able to rotate shifts, as needed.
Strong problem-solving and analytical abilities. Can quickly assess situations, identify root causes, and develop effective solutions.
Courteous with a customer-centric mindset. Passionate about exceeding expectations and delivering exceptional service.
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