Concentrix Recruitment 2023: Concentrix Recruitment 2023 For Operations Associate. Any Graduate candidates can apply. The detailed eligibility and application process are given below.
About Company: Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a technology-enabled global business services company specializing in customer engagement and improving business performance for some of the world’s best brands. Every day, from more than 40 countries and across six 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 technology, design, data, process, and people.
Job Title: Operations Associate
Location: Bangalore
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Job Description:
- 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/root cause 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.
Skills:
- 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 problems.
- 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.
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Qualification: Any Graduate
Work Experience: Freshers / Experience
How to Apply for Concentrix Recruitment 2023?
Interested and Eligible candidates can apply for this drive online by using the link below.
Apply: Click Here