• Local Mandarin, Indian,




• Minimum 1 year of experience in Customer Service in Telco projects




• Experience in Telco industry and serving the Singapore market is an added advantage





 

Responsibilities: As a Customer Experience Professional at Concentrix, you will be responsible for delivering exceptional customer service and ensuring an outstanding experience for our customers across all touchpoints. Your main duties will include:

1.  
   

   Providing Exceptional Customer Service:

   
    
   
   
   
   
   
   • Be the primary point of contact for customers, addressing inquiries, complaints, and feedback with empathy, patience, and professionalism.
   
   
   
   
   
    
   
   
   




2.  
   

   Understanding Customer Needs:

   
    
   
   
   
   
   
   • Understand unique customer needs and provide tailored solutions, anticipating customer needs and proactively offering solutions.
   
   
   
   
   
    
   
   
   




3.  
   

   Improving Customer Experience:

   
    
   
   
   
   
   
   • Work closely with cross-functional teams to improve overall customer experience by identifying pain points and implementing strategies for improvement.
   
   
   
   
   
    
   
   
   




4.  
   

   Ensuring Customer Satisfaction:

   
    
   
   
   
   
   
   • Measure customer satisfaction and analyze feedback to improve products and services, ensuring customer happiness.
   
   
   
   
   
    
   
   
   




5.  
   

   Collaborating with Cross-Functional Teams:

   
    
   
   
   
   
   
   • Collaborate with marketing, sales, and product development teams to ensure a seamless customer experience, providing customer insights to inform decision-making.
   
   
   
   
   
    
   
   
   





 

Qualifications:

• Education: Diploma holder or higher preferred.




• Minimum 1 year of relevant working experience in a voice channel in customer service.




• Excellent communication and interpersonal skills.




• Strong problem-solving and analytical skills.




• Familiarity with customer experience software and tools.




• Passion for customer service and continuous improvement.





 

Additional Requirements:

• Computer skills: Proficiency in Microsoft Office and the ability to learn new software quickly.




• Time management skills: Strong ability to manage multiple customer inquiries simultaneously.




• Availability: Flexibility to work evenings, weekends, and holidays.




• Sales skills: Some representatives may be required to upsell or cross-sell products and services.




• Training: Concentrix provides training for its customer service representatives.