Jobs at Concentrix

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 Support Advisor working on an internationally innovative campaign.
• 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 like-minded individuals who become friends for life.

What is in it for you?

In this role, we offer benefits that help you support your unique lifestyle:

• A monthly basic salary
• Fantastic Employee Assistance Programme (EAP)
• Medical aid for main member covered by company
• Subsidised transport
• Group life cover
• Access to financial well-being sessions, will writing sessions and stress management sessions
• Team building and upskill training opportunities
• Interactive and inclusive company culture
• This Customer Support Advisor role at Concentrix is a great match if you have:
• 2 years customer service experience, call centre AND / OR 12 months Gas & Electric experience OR Collections experience
• Ability to type 25wpm (Essential)
• Must have passed Grade 12
• Ability to work rotational shifts aligned to UK business hours
• Proficient in English verbal communication
• Minimum B2 (English Language level, Email Writing and Computer Lit)
• Are self-motivated and highly responsible

What will you do in this role

• Be able to demonstrate knowledge and practical application of supporting customers in vulnerable circumstances, which should include financial, mental and physical vulnerabilities.
• Be able to demonstrate good listening skills
• Be able to demonstrate and show experience of being able to negotiate with customers in hardship, ensuring the result is a suitable, affordable repayment plan.
• Actively working in a customer-focused environment which specialises in supporting customers who are struggling financially or with extra needs
• Have a full understanding of the implications of vulnerability and how to proactively identify these circumstances and apply positive outcomes for customers.
• Demonstrate a superior level of empathy whilst efficiently supporting the customer.
• The candidate should show a high level of emotional maturity that indicates a deep understanding of the impacts of vulnerability / financial hardship and how this can impact the customer.
• The candidate should be able to sensitively question the customer and demonstrate they can relate to the customer's circumstances.

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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 media campaign with a base salary of R8500.
• 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 like-minded individuals who become friends for life.

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

• Have at least 6 months of experience working in an international BPO contact centre customer service environment (essential)
• Passed Grade 12
• Ability to work shifts aligned to United States business hours
• Proficient in English verbal and written communication
• Are self-motivated and highly responsible

What’s in it for you

In this role, we offer benefits that help you support your unique lifestyle:

• Basic salary of R8500
• Performance incentives
• Subsidized transport
• Pension fund
• Fantastic Employee Assistance Programme (EAP)
• Medical aid for main member / Medical Insurance for employee and two dependents
• Group life cover
• Access to financial well-being sessions, will writing sessions and stress management sessions
• Team building and upskill training opportunities
• Interactive and inclusive company culture

What will you 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 times
• Verifying and updating customer information
• Proactively offer solutions to any issues or concerns that customers might face

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Job Description

• The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.
• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)
• Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
• Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends documents
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.
• Matric
• 6-12 months utilities experience- essential
• Strong attention to detail.
• Self-starter, sense of urgency and works well under pressure.
• Demonstrated ability to multi-task and meet timelines on deliverables.
• Proficient in Microsoft Office.
• Strong communication skills, both written and verbal.