Senior Operations Representative Job in Mumbai at Concentrix

Concentrix is hiring for the role of Senior Operations Representative!

Responsibilities of the Candidate:

• 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

Requirements:

• Graduate / Undergraduate in any discipline (may vary basis the job requirement)
• Courteous with strong customer service orientation
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
• Demonstrate patience in all customer contact simulations, including maintaining a pleasant and professional tone and manner
• Tolerance for repetitive work in a fast-paced, high production work environment
• Based on location and/or program, additional experience/skills may be required
• Confirm customer understanding of the solution and provide additional customer education as needed
• Should be able to handle complex queries from customer and resolve the same independently