Concentrix Recruitment Drive for 2023 Freshers

About Company : Concentrix, Corporation (Nasdaq: CNXC) is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world’s best brands including over 100 Fortune Global 500 clients and over 125 new economy clients. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through Strategy +Talent + Technology.

Company Full Name : Concentrix
Job Role : Operations Associate Contact Center
Degree Needed : Any Degree
Batch : Any batch
Location : Bangalore

Job Description :
Roles and Responsibility :

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.
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.

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Required Qualification and Skills :

Knows, understand and appropriately applies technical / soft skills, methods and processes required for the position.
Keeps current with new and (or) updated program information, trends and development in the field
Document activities, to read and interpret written information
Strong writing and presentation skills
Good computer and database skills
Hands on experience with MS Office and WordPress
Ability to effectively communicate, both written and verbally
Listen attentively to customer needs and concerns; demonstrate empathy.
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.