Concentrix Recruitment Drive 2023

Concentrix Recruitment Drive 2023

Mon Aug 28 2023

About company
Concentrix is a globally recognized leader in business process outsourcing and customer engagement solutions. With a strong commitment to delivering exceptional services, Concentrix partners with organizations across various industries to optimize their customer experiences and drive business growth. By leveraging advanced technologies and innovative strategies, Concentrix empowers businesses to streamline operations, enhance customer satisfaction, and achieve sustainable success. With a highly skilled workforce and a customer-centric approach, Concentrix has earned a reputation for excellence, integrity, and reliability in the industry. Through its comprehensive range of services, including customer care, technical support, sales, and back-office support, Concentrix continues to transform the way companies connect and engage with their customers, ensuring seamless interactions and lasting relationships.
Apply Job
Company NameConcentrix
Job RoleAssociate, Operations
Job Locationbangalore
PackageAs per company standard
For Similar JobsJoin our Telegram Channel
Job Description

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

More jobs