Description
Voice and Non Voice support provided to customers. Our services include Level 1 and Level 2 technical support in a 24 / 7 environment. Essential Functions/Core Responsibilities Primary escalation contact 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
Desired Skills:
Must be a Graduate
Excellent Communication skills
Knowledge of MS Office
Career Framework Role Works autonomously within established procedures and practices; seeks guidance in the more complex aspects of the process (extensive latitude for independent judgment). Does not have any outstanding disciplinary, attendance or performance issues. Analyzes process-related problems and suggest possible solutions. Guides and trains junior team member and facilitates their work. Demonstrates mastery of required behaviors/competencies such as the ability to teach/coach other agents and/or support the program by performing data analysis work. Client feedback must be favorable for progression to this level. Opportunity to progress here is dependent on business needs. Call handling tasks may be required as business needs dictate.
Supplemental Geographical Information RECRUITER ENTER THE APPLICABLE LANGUAGE:
UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION
PHILIPPINES
• Minimum of two years of college education. No prior call center experience is required
• Ability to think clearly and can explain simple issues effectively, both written and verbally
INDIA
• 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 problem
• 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
Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
Location:
PHL Quezon City - Tera Tower 16th Floor Language Requirements:
Time Type:
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