Introduction
Concentrix, a global leader in customer engagement and business services, is looking to hire an Associate, Operations for its Bengaluru office. This is an exciting opportunity to join a dynamic, technology-driven company that partners with businesses around the world to stay ahead of customer expectations and improve operational performance. If you are passionate about customer service and have a technical inclination, this role is perfect for you.
Table of Contents
- About Concentrix
- Role Overview
- Key Responsibilities
- Key Skills & Knowledge
- Qualifications
- Location
- Conclusion
About Concentrix
Concentrix is a technology-enabled global business services company specializing in customer engagement. With a focus on delivering high-quality solutions, Concentrix partners with businesses to optimize performance and meet evolving customer expectations. By leveraging technology and data-driven insights, Concentrix helps companies future-proof their operations and maintain a competitive edge.
Role Overview
The Associate, Operations role at Concentrix involves supporting the operations team in managing customer cases and ensuring a seamless service experience. You will be responsible for assigning cases to engineers, ensuring adherence to service level agreements (SLAs), and collaborating with managers and engineers to resolve complex customer issues. The position requires excellent communication skills and the ability to manage critical situations effectively.
Key Responsibilities
Service Level Management
Ensure that service level agreements for new cases are maintained and cases are assigned to the appropriate engineers within defined SLAs.
Customer Case Management
Provide accurate responses to severity issues and manage expired or misrouted cases. Ensure that customers are informed about callback expectations and updates.
Collaboration with Teams
Work closely with team managers and engineers to identify solutions to customer issues, ensuring cases are handled efficiently and accurately.
Identifying Process Improvements
Take an active role in identifying changes that could improve customer service and contribute to higher customer satisfaction.
Engagement During High-Impact Situations
Engage with managers during high customer-impact situations to ensure that customer concerns are addressed promptly and professionally.
Key Skills & Knowledge
- Ability to work in shifts
- Strong communication skills
- Experience in managing critical situations and high workloads
- Good interpersonal skills
- Technical inclination and problem-solving abilities
- Ability to multitask and prioritize tasks in real time
Qualifications
The ideal candidate will have at least 1 year of experience in any industry with the required skills. A graduate or undergraduate degree is required. Previous experience in customer service or technical support roles will be an advantage.
Location
This position is based in Bengaluru, located at Ecospace Bus Park. Concentrix is a global company with a strong presence in India, offering excellent growth opportunities.
Conclusion
If you are passionate about customer service, have a technical inclination, and enjoy working in a fast-paced environment, the Associate, Operations role at Concentrix is a fantastic opportunity. Apply today to become part of a forward-thinking team that drives customer satisfaction and business success.