Job Description

Job Title: Sr. Representative, Operations

Company: Concentrix

Years of Exp: Minimum 12 months of relevant experience

Location: Mumbai

Role Type: Full-Time Role

Salary: As per company norms

Eligibility: Graduate / Undergraduate in any discipline

Role Overview

The Sr. Representative, Operations is responsible for providing customer service support and/or technical support to clients through inbound/outbound calls, emails, chats, or web interactions. The role ensures resolution of routine problems, maintains high customer satisfaction, and meets defined Key Performance Indicators (KPIs).

Key Responsibilities

• Ensure service delivery meets contractual KPIs.
• Clarify customer requirements, probe for understanding, and provide accurate resolutions.
• Listen attentively, demonstrate empathy, and build rapport with customers.
• Greet customers in a professional, courteous manner.
• Maintain up-to-date knowledge of client products/services.
• Prepare complete, accurate documentation of customer interactions.
• Participate in initiatives to improve customer satisfaction and performance.
• Offer additional products/services when appropriate.
• Track and document information in call tracking databases.
• Respond to inquiries using available resources or escalate when necessary.
• Handle complex customer queries independently with strong problem-solving skills.
• Confirm customer understanding and provide education when required.

Skills and Qualifications

• Strong customer service orientation with courteous communication.
• Effective verbal and written communication skills.
• Strong computer navigation and PC knowledge.
• Dependable with attention to detail.
• Skilled in multitasking and adapting quickly to changes.
• Ability to work independently and collaboratively in a team.
• Patience, professionalism, and the ability to handle repetitive tasks in a fast-paced environment.
• Ability to rotate shifts as per requirement.
• Strong probing and problem-solving skills.