Representative, Operations

Company: Concentrix

About the Role

The Representative, Operations interfaces with customers via inbound and/or outbound calls, Emails/Chats, or through the Internet, depending on client requirements. This position provides customer service and/or technical support and resolution of routine problems regarding the client's products or services.

Key Responsibilities

• Ensure service delivered to customers meets contractual Key Performance Indicators (‘KPIs’).
• Clarify customer requirements; probe for understanding, 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.
• Track, document, and retrieve information in a call tracking database.
• Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.
• Confirm customer understanding of the solution and provide additional customer education as needed.
• Demonstrate strong probing and problem-solving skills.
• Should be able to handle complex queries from customers and resolve them independently.

Content Moderator Role Specifics:

• The nature of the job will include accessing explicit content that includes text, picture, video, etc.
• It will involve content curation, moderation, and review of content uploaded on the platform.
• Reported content will need to be reviewed to find out any kind of abuse, including but not limited to Violence, Extremism, Pornography, & Ultra Graphic, along with a wide variety of content supporting or opposing religious, sexual, social thought processes, or behaviors.
• It includes reviewing content that may be sensitive in nature and requires focus on whether reviewed content violates our client’s terms of service.

Qualifications

• Graduate / Undergraduate in any discipline (may vary based on the job requirement).
• Courteous with a 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 the ability to be flexible and adapt to changes quickly.
• Tolerance for repetitive work in a fast-paced, high-production work environment.
• Ability to work as a team member, as well as independently.
• Demonstrate patience in all customer contact simulations, including maintaining a pleasant and professional tone and manner.
• Ability to rotate shifts, as needed.
• Based on location and/or program, additional experience/skills may be required.