Tuesday, June 25, 2024
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Concentrix Recruitment | Associate

Concentrix OFF Campus Drive 2023 Invites Students From Various Disciplines to apply for the Position of Associate in Bangalore, India. Below you will find more details about what you need to know if you are Interested and Eligible

Concentrix Recruitment Details :-

Company Name:Concentrix
Post Name:Associate
Salary:INR 7 LPA (Expected)
Degree:Graduate Degree
Job Location:Bangalore, India

Job Description & 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.

Eligibility Criteria:-

  • Graduation

Preferred Skill Set:-

  • 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.

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