Customer Service Representative Concentrix Corporation

Summary The Advisor I, Customer Service position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's product or services. Description Essential Functions/Core Responsibilities

Ensure service delivered to our customers meets contractual Key Performance Indicator ( 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 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 call tracking database

Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Candidate Profile

• Bachelor's degree or diploma in any related field

Proficient or bilingual in German and English

Strong computer navigation skills and PC Knowledge, Courteous with strong customer service orientation

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 situations, including maintaining a pleasant and professional tone and manner

Ability to rotate shifts, as needed