Description The Sr. Advisor I, Blended Support interfaces with customers via inbound calls/chats/emails, outbound calls/chats/emails, or through the Internet depending upon client requirements. This position requires broad knowledge of client products and/or services to resolve non-standard or escalated customer issues.Essential Functions/Core Responsibilities Use problem solving skills, in conjunction with tools and resources, to resolve non-standard and/or escalated issuesAnswer questions independent of decision-support tools; including handling escalated calls from other customer service advisorEnsure service delivered to our customers meets contractual Key Performance Indicator ('KPIs')Greet customers in a courteous, friendly, and professional manner using agreed upon proceduresListen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customerClarify customer requirements; probe for understandingSolve problems or offer solutions that are that are generally unstructured and require extensive clarificationMaintain in-depth knowledge of client products and/or servicesPrepare complete and accurate work including appropriately notating accounts as requiredParticipate in activities designed to improve customer satisfaction and business performanceOffer additional products and/or servicesAdhere to shift schedules and maintain acceptable attendance. Provide required notification of absence according to company policy Candidate Profile High school diploma with one year of customer service experience preferredCourteous with strong customer service orientationStrong computer navigation skills and PC KnowledgeAbility to effectively communicate, both written and verballyAbility to learn; including strong problem solving skillsDependable with proficient attention to detailStrong organizational skills with the ability to juggle multiple tasks; adapt to changes quicklyTolerance for repetitive work in a fast-paced, high production work environmentAbility to work as a team member, as well as independentlyDemonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and mannerAble to rotate shifts, as neededMay mentor Entry, Intermediate or Senior level agentsBased on location and/or program, additional experience/skills may be requiredJob requirements may vary by country and will not contravene any local laws 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 requiredAbility to think clearly and can explain simple issues effectively, both written and verbally INDIA Ability to effectively communicate, both written and verballyListen attentively to customer needs and concerns; demonstrate empathyClarify customer requirements; probe for and confirm understanding of requirements or problemConfirm customer understanding of the solution and provide additional customer education as neededAbility to learn including strong problem solving skillsDemonstrate strong probing and problem solving skillsShould be able to handle complex queriesShould be able to resolve customer queries independentlyDisclaimer 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:MYS Kuala Lumpur Nu Tower 2Language Requirements:ChineseTime Type:Full time
