Customer Service Representative (Remote)

Job Title:

Customer Service Representative (Remote)

Job Description

The Customer Service Representative (Remote) works from home and interfaces with customers via inbound/outbound calls and/or via the Internet. This position provides customer service support and resolution of routine problems and questions regarding client's products and/or services. (Military veterans are encouraged to apply.)

Title: Customer Service Representative

Location: WAH-Remote (NA) – U.S.

A NEW CAREER POWERED BY YOU

Are you looking for a career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a company that earns “World’s Best Workplaces,” “Happiest Employees,” and “Best Companies for Career Growth” awards every year? Then a Customer Service Representative position at Concentrix is just the right place for you!

As a Customer Service Representative, you’ll join an organically diverse team from 70+ countries where ALL members contribute and support each other’s success and well-being, proudly united as “game-changers.” Together, we help the world’s best-known brands improve their businesses through exceptional customer experiences and tech-powered innovation. And due to continued growth, we’re looking for more talented people to join our purpose, people as passionate about providing outstanding customer experiences as we are.

CAREER GROWTH AND PERSONAL DEVELOPMENT

This is a great opportunity to reimagine an all-new career journey and develop “friends for life” at the same time. We’ll give you all the training, technologies, and continuing support you’ll need to succeed. Plus, at Concentrix, there’s real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned.

WHAT YOU WILL DO IN THIS ROLE 

As a Customer Service Representative, you will:

• Review of existing customer accounts to ensure that we are addressing all of their needs and caring for the accuracy of their account services and information.
• Assist external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems.
• Troubleshoot basic and routine agent issues that are technical in nature, including hardware, software, networking, or other designated client products
• Follow appropriate escalation path to resolve technical issues; the ability to navigate knowledge data base, resources, and including making follow up outbound calls to customers or other parties as needed
•  Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
• Maintain, acceptable productivity levels as set by management.
• Standard verification and authentication for customer account – integrity
• Provide high level of customer service by creating a personal connection with each customer and demonstrating empathy when appropriate.
• Strong ability to ask probing questions, to discover the wants, interests and needs of our customers.
• Create customer cases or provide follow-up on existing customer cases.
• Maintain calm demeanor to diffuse escalated customer scenarios.
• Be efficient in navigating multiple systems.
• Effective listening skills that allow the customer to express their concerns while staying focused on finding a resolution.
• Participate in ongoing training and self-development.
• Maintain advanced knowledge of procedures, product information and online resource tools.
• Maintain regular attendance and punctuality as scheduled and adhere to all company time and attendance policies.
• Participate in activities designed to improve business performance.
• Ensure that all quality targets are met and maintained.
• Deliver expert customer experiences…with a smile.
   

YOUR QUALIFICATIONS

Your skills, integrity, knowledge, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Customer Service Representative role include:

• Minimum of 6 months to 1 year of solid customer service experience.
• Must provide own equipment personal desktop or laptop - no Chromebooks or Apple products - bring your own device.
• Ability to effectively communicate with customers and ask discovery questions.
• To have a strong heart and mind for servicing