Representative, Operations

Job Title:
Representative, Operations

Job Description:
The Representative Customer Service / Technical Support role interacts with customers via inbound/outbound calls, emails, chats, or internet channels as required by the client. This position provides customer and technical support, addressing routine issues related to client products or services.

Key Responsibilities:

• Deliver services that meet contractual Key Performance Indicators (KPIs).
• Clarify customer needs, probe for understanding, and use decision-support tools to resolve customer issues effectively.
• Listen attentively to customer concerns, show empathy, and build rapport.
• Greet customers courteously, following established procedures.
• Maintain a basic understanding of client products and services.
• Complete accurate documentation and account notation as required.
• Participate in activities aimed at enhancing customer satisfaction and business performance.
• Offer additional products and/or services as appropriate.
• Track, document, and retrieve information in the call tracking database.
• Respond to customer inquiries by referencing published resources, secondary sources, or senior staff.

For Content Moderator Candidates:

• The role may involve reviewing explicit content, including text, images, and videos.
• Responsibilities include moderating and curating content, identifying abusive content (e.g., violence, extremism, pornography), and assessing whether content violates client terms of service.
• Content may be sensitive in nature, requiring careful attention to client guidelines and standards.

Candidate Profile:

• Graduate/Undergraduate in any discipline (specific requirements may vary).
• Courteous with a strong customer service orientation.
• Proficient in computer navigation and PC operations.
• Strong written and verbal communication skills.
• Dependable with excellent attention to detail.
• Skilled in multitasking, with flexibility to adapt to change.
• Tolerance for repetitive tasks in a fast-paced, high-output environment.
• Able to work both independently and as part of a team.
• Patient, professional, and courteous in customer interactions.
• Willing to rotate shifts as needed.
• Additional skills or experience may be required based on program and location.
• Confirm customer understanding and provide further education if necessary.
• Demonstrate effective problem-solving and probing skills.
• Capable of independently handling complex customer queries.

Disclaimer:
The statements above outline the general nature of the job and are not an exhaustive list of all duties and skills required for this position.

About Concentrix:
Concentrix is an equal opportunity employer and evaluates applicants regardless of race, color, religion, gender, national origin, age, sexual orientation, gender identity, veteran status, disability, or any other legally protected status. Concentrix does not ask for recruitment fees at any stage.

Location:
India, Bangalore – Divyashree