Associate, Operations

6 months ago


Bengaluru Karnataka, India Webhelp Full time

**Customer Service/Support**

**Location**
- Bangalore, India***

Job Title:
Associate, Operations

**Job Description**:

- Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

**Role and Key Responsibilities**:
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.

**Key skills & knowledge**:
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.

**Education - **Graduation**Disclaimer: -**-
**Location**:
IND Bangalore - Ecospace Bus Park

Language Requirements:
Time Type:
Full time
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