Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:

• Primary escalation contacts for Account Leaders, such as customer complaint root cause & improvement action plan reviews
• Provide account specific KPI/SLA/SLO reporting and monitoring.
• Provide / process Account Knowledge / Process Updates
• Account-specific Quality Performance (monitor account QA objective and account-specific quality reviews as needed including attending client QA calibration meetings)
• Point of contact for Account Leadership for Help Desk inquiries
• Work with Account Leadership to identify Help Desk process improvements and provide trend analysis as identified/needed (e.g., top ten calls review, etc.)
• Liaison for Level 2 Resolver Groups (e.g., account knowledge updates, case escalations, customer complaint reviews, account process reviews etc.)
• Monitor baseline volumes and AHT.
• Account specific problem management (e.g., monitor rejected cases, cases not accepted by Level 2, Sev 1 & 2 monitoring/rootcause analysis)
• Respond and/or resolve account-specific customer complaints (e.g., complaint process documentation, complaint case tracking, etc.)
• Attend and participate in account-specific governance meetings, providing KPI/SLA/SLO reports, c-sat results etc. (e.g., monthly & quarterly governance, QPRs etc.)
• Provide on-call, after hours account support as needed.
• Provide Level 1 agent testing as needed.

Key skills & knowledge:

• Ability to effectively communicate, both written and verbally
• Listen attentively to customer needs and concerns; demonstrate empathy.
• Clarify customer requirements; probe for and confirm understanding of requirements or problem.
• 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.

Education – Graduation