Advisor I, Customer Service - Indonesia

Job Title:

Advisor I, Customer Service - Indonesia

The Advisor I, Customer Service position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's product or services.

Essential Functions/Core Responsibilities

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Track, document and retrieve information in call tracking database
• Maintain basic knowledge of client products and/or services
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Offer additional products and/or services
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Candidate Profile

• Job requirements may vary by country and will not contravene any local laws
• Dependable with strong attention to detail
• High school diploma with three to six months of relevant experience preferred
• Courteous with strong customer service orientation
• Ability to effectively communicate, both written and verbally
• Strong computer navigation skills and PC Knowledge
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
• Ability to rotate shifts, as needed
• Ability to work as a team member, as well as independently
• Tolerance for repetitive work in a fast-paced, high production work environment
• Based on location and/or program, additional experience/skills may be required
• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner

Career Framework Role

Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.

Supplemental Geographical Information

RECRUITER ENTER THE APPLICABLE LANGUAGE:

GERMANY - This job description does not apply to employees in Germany.

UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION

PHILIPPINES

• Ability to think clearly and can explain simple issues effectively, both written and verbally
• Minimum of two years of college education. No prior call center experience is required

INDIA

• Should be able to resolve customer queries independently
• Demonstrate strong probing and problem solving skills
• Should be able to handle complex queries
• Ability to effectively communicate, both written and verbally
• Listen attentively to customer needs and concerns; demonstrate empathy
• Confirm customer understanding of the solution and provide additional customer education as needed
• Clarify customer requirements; probe for and confirm understanding of requirements or problem
• Ability to learn including strong problem solving skills

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:

IDN Jakarta

Language Requirements:

Time Type:

Full time

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