Post Name Associate, Operations Date August 28, 2023 Short Info. 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.
Concentrix Recruitment 2023 Overview
| Company Name | Concentrix |
| Post Name | Associate, Operations |
| Job Type | Full Time Job |
| Experience | 0 to 2 years |
| Function/Business Area | Information technology Consulting Outsourcing |
| Location | Bangalore |
| Category | Sales |
| Official Website | Concentrix |
| Salary | UPTo 3.0LPA + Incentives |
About Concentrix Company
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.
Why You Should Join
- 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.
Education Requirement
– Bachelor’s degree
Skills and Requirements
- 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.