Job Title:
Job Description
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
Role and Key Responsibilities:
Groom new hires & provide floor support to enhance the customer experience
Real Time support to advisors and monitor performance
Identify root cause issues and recommend solutions.
Effectively monitor and evaluate performance.
Provide appropriate Coaching, evaluation feedback to Advisors.
Handle voice calls and chat within the skill set.
Perform transaction monitoring evaluations.
Create, maintain and execute coaching plans, ensuring up-skilling to meet and exceed performance targets
Work collaboratively with customers to deliver high levels of First Contact Resolution and Customer Satisfaction
Key Skills and knowledge:
Excellent written & verbal communication skills
Strong customer service aptitude
Strong Excel & Analytical skills shall be an added advantage.
flexible, sensitive and open minded when dealing with customers.
Expertise & proficiency in Banking products preferably credit cards
Knowledge of Quality metrics & guidelines
Experience in coaching individuals via observation, feedback, mentoring and task demonstration
Ensure the highest standards of service delivery are maintained, monitoring quality performance and providing feedback to team members.
Conduct audits of processes and transactions to identify areas for improvement.
Implement process improvements to optimize efficiency and customer satisfaction
Educational Qualification:Graduation
Disclaimer: -
'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.
Location:
Language Requirements:
Time Type:
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