Current Opportunities at Concentrix

Role Summary:

• Provide end-user support across our desktop, network, telephony and application(s) environment. You will be asked to maintain, analyze, troubleshoot and repair/replace/upgrade computer systems, hardware, software and computer peripherals, and serve as an escalation point to ensure tickets/incidents are resolved according to Service Level Agreements.
• As part of our team you will report to one of our Managers in IT Operations.

Main responsibilities:

• Excellent skills on service management fundamentals with hands-on expertise in Problem Management, Incident Management, RCA & Ticket Analysis for deskside scoped equipment.
• To support/trouble shooting the local servers and network devices with the help of Network and Servers team remotely. Intermediate knowledge of Network, Server & Voice infrastructure for troubleshooting & problem resolution skills. Familiar with Ping & Tracert Analysis, voice infrastructure at deskside level, capturing AD GP test outputs for analysis, troubleshooting DNS resolution errors, use of net commands, IP config etc. and maintaining Hub room and Data Center Structured Cabling.
• Hands-on experience on End-user computing like Desktops, Laptops, Hard Phones, Wifi devices, etc. on both Hardware & Software aspects.
• Hardware – expertise in replacing motherboard, SMPS, RAM, Laptop LCD Screen, Laptop keyboard, Avaya hard phone config. Video Conferencing equipments etc.
• Software- OS level troubleshooting in Win 10, MS Office 2013 & Above package, Outlook config, Skype For Business, One Drive, Softphone, Antivirus troubleshooting, HDD to HDD Imaging / Ghosting, Printer, Scanner, Bio Metric, Data Encryptions, VPN troubleshooting, Wifi Config, Video Conferencing. Firmware updates for deskside equipment like Cisco & Avaya phones.
• Evaluate scenarios to capture and recommend inputs to help make decision on process exceptions
• Trouble shooting and coordination for high impact/severity 1/2 issues & communicating real-time updates to the BRC team.
• Hands-on experience on IT Support / IT Operations & End-to-end IT Service Delivery, Shift Management
• Support onboarding New Accounts, managing Ramp Up & Ramp Downs, Account Movements.
• Manage BCP testing & failover by completing/coordinating checkouts on the floor.
• Ensure compliance and security for the site. Maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards & ensure 100% contract compliance
• Hands-on handling of IT Ticket resolutions on ITIL-based framework, maintaining systems compliance and audits to ensure 100% contract compliance.
• Raise change requests with supporting artifacts as defined in the process.
• Bit locker Desktop validation, OU Users Policy validation & Computer OU Policy validation.
• Installation of Encryption software on all the desktop/laptops to ensure compliance.
• Achieve and Maintain high IT VOC scores from operation teams.
• Rotational Shifts, willing to work predominantly in night shifts, 24/7 environment.

Role Requirements:

• 0-6 months experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent
• Bachelor's degree/diploma in Computer Science required.
• MCSE or similar certifications (ideally)
• Hands-on experience on Desktops & Laptops, Citrix client, both Windows software and hardware.
• Troubleshoot /Problem resolution, Incident Management & Customer Service skills
• Team Work and flexibility to work overtime
• Team player
• Excellent skills on service management fundamentals with hands-on expertise in Problem Management, Incident Management, RCA & Ticket Analysis for deskside scoped equipment.

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Job Description

We’re on the hunt to find the type of leader we’d all come to if the world was ending, could this be you?

If you’re a confident decision maker who is driven by results, whilst nurturing your people and teams, then joining our vibrant business as Head of Operations in Durban could be your calling.
This opportunity requires a well experienced and highly organised individual to own the operational performance and lead your teams to deliver industry leading customer service and achieve the business’s objectives.

If you’re the type of person who values and nurtures relationships, takes note of people’s key strengths and knows exactly how to use this to your advantage to help find solutions, then you’re already ahead of the game.

• A critical eye for detail and strategic way of thinking will get you far in this role, while a genuine knack for sales and persuasive communication is sure to impress us.
• If you have a proven track record of achieving positive results in the BPO sector, then take this moment to apply today.

What you’ll be doing

• Ensuring optimisation of best practice to deliver a best in class operation in all work streams
• Identifying opportunities to exceed on delivery of operational objectives, maximise revenue and achieve business objectives
• Managing budget to optimise P&L, holding a balance sheet on key roles and ensuring that the commercial principles are adhered to
• Developing, measuring and reporting on key account objectives
• Ensuring change control framework is adhered and reported, feeding into the monthly invoice cycle
• Supporting people objectives with regards to recruitment, training, quality and driving engagement
• Ensuring compliance framework standards and policies are met and adhered to
• Growing and developing your people
• Communicating key messages within the campaigns by working with the management team and our ambassadors
• Acting as a lead and working closely with clients, key internal and external stakeholders across regions and other support areas to ensure alignment of plans and initiatives

What you’ll need

• 5 years’ experience in a senior Operations Manager position
• Previous sales experience (Advantageous)
• Excellent communication and negotiation skills
• Demonstrate prior experience within either retail or financial services sectors and a solid knowledge of regulated industries
• Experience in shaping and formulating operational strategic plans
• Demonstrable experience of senior stakeholder management
• Ability to deliver agreed programmes of work and embed initiatives for improvement

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Job Description

• Are you looking for an opportunity to jumpstart your career in the service industry? Now is your time to shine with Concentrix in this exciting opportunity to join our dynamic team as a Customer Service Advisor working on an internationally innovative campaign with a salary of R9000 which includes a campaign allowance.
• With game-changers in over 70 different countries, we celebrate our differences and embrace what makes you unique. Imagine being a part of a company that supports each other’s success and well-being, giving you the tools and support you need to be the best version of yourself and embark on a career with endless possibilities.
• You’ll be working on-site from our vibrant Cape Town office where creativity meets cutting edge technology. All the while you’ll become part of a community of likeminded individuals that that become friends for life.

What you will do in this role

• Working towards consistently achieving and exceeding set targets
• Consistently applying agreed behavioral and compliance standards
• Sharing knowledge and skills with other members of the team
• Communicating new information that is relevant to the campaign to colleagues, customers and managers
• Developing and maintaining current knowledge of the campaign
• Ensuring first contact resolution at all times
• Protecting information security and taking responsibility for highlighting any issues that you are made aware of by using the correct processes
• Providing excellent customer experiences at all time
• Verifying and updating customer information
• Proactively offer solutions to any issues or concerns that customers might face
• Your qualifications and experience

This Customer Service Advisor role at Concentrix is a great match if you:

• Have at least 12 months experience working in an international BPO contact centre environment (essential)
• Have a matric certificate
• Ability to work rotational shifts in a 24/7 environment
• Proficient in English verbal communication
• Are self-motivated and highly responsible

It will be a plus if you:

• Have knowledge of the care industry

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Job Description

• Are you passionate about sales and customer service? Do you thrive in a fast-paced environment? Concentrix is searching for individuals with previous sales experience to join our inbound sales team in our vibrant Durban Office.
• We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.
• As an Inbound Sales Advisor, you’ll need to be self-motivated and target driven with a contagiously positive attitude to troubleshoot and resolve customer requests via multiple platforms, ultimately ensuring that they have had a pleasant customer experience.
• If you pride yourself on efficiency and productivity then this is your calling. Put those people skills to the test and grow your career by applying today!

What you will do in this role

• Assists with inbound calls
• Provide customer service (billing) to TV, Internet, and Voice subscribers.
• Process payments, provide payment options; provide explanation of the bill, upgrading services (premium channels), and give adjustments & credits when necessary
• Need to pitch and close sales
• Posses the ability to retain customers utilizing the value, benefits and product plans available to the account.
• Availability to work shifts in a 24/7 environment (Essential)

Your qualifications and experience
Concentrix is a great match if you have:

• Minimum 6 months experience within a call centre (Local/ International),
• Must have worked in a customer service department dealing with technical or Billing queries or,
• Must have sales (Inbound/ Outbound)
• Matric
• Clear criminal record
• Ability to type 26 wpm
• Attention to Detail
• English Proficiency both written and spoken
• Excellent knowledge of effective customer service processes
• Understanding of the Call Centre industry
• Computer literacy – ability to speedily navigate multiple systems effectively

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Job Description

• We’re looking for ambitious Customer service Advisors who have experience in providing all customers with an efficient service in a professional, enthusiastic and knowledgeable manner at all times in order to maintain and develop customer relationships through a CRM process.
• We want target driven people to help us deliver exceptional customer experiences for our client in the motor financial industry.
• We're offering opportunities to work in our state-of-the-art location based in 19 Hertzog Boulevard, Cape Town.

This role offers a yearly salary PLUS fantastic benefits:

• Medical insurance/ Medical Aid
• Retirement fund
• Subsidized transport services back home after the hours of 6pm

As a Customer service advisor within our friendly and supportive team, you will be responsible for:

• Provide all customers with an efficient service in a professional, enthusiastic and knowledgeable manner at all times in order to maintain and develop customer relationships through the CRM process.
• Take incoming calls from customers and deal with any customer queries relating to their current, or possible future finance agreements.
• Ensure that prompt and regular communication is maintained between all internal and external parties to ensure seamless and consistent service levels are maintained at all times. This includes Live Chat, emails and social media
• Conduct customer surveys, in order to maintain and improve levels of service within the business.
• Liaise with the motor dealer providing support and information throughout the application process.

We’re fanatical about our people and love them to bits! That’s why we show them how important they are by showering them with perks, like a culture of belonging; clear paths for career development; professional support, coaching and mentorship programs; performance-based pay; a global network of lifelong friends and peers; and more! (Like, lots more.)

Your Skills

To be considered for this role, you need to have the following:

• Minimum of Grade 12 / Matric
• 1 year+ Customer service experience (Motor Insurance or in banking)
• Minimum B2 English Language level