Jobs at Concentrix

Job Description

• Join a highly successful, fast-paced airline that opens up Europe, boasting over 300 aircraft flying over 1000 routes in more than 30 countries. As the UK's largest airline, employing over 13,000 people, you will play a crucial role in supporting over 90 million passengers a year.

Team Overview:

• The successful candidate will join the Customer Management Team, responsible for supporting customers throughout their pre and post-flight journey. The team utilizes a multi-channel support system including voice, email, chat, social, and soon, messaging. The role involves managing relationships with outsourced contact centre suppliers.
• Oversee the delivery of customer services and sales on site.
• Support service partners managing high-value customer teams.
• Ensure compliance with service levels and promote the easyJet culture.

Key Accountabilities:

• Develop and implement robust sales strategies to enhance customer satisfaction and revenue.
• Support operational teams to meet sales targets and ensure high customer and staff satisfaction.
• Monitor service levels and proactively address performance shortfalls.
• Act as a brand ambassador, engaging with agents and service partners.
• Facilitate training and cultural engagement that embodies the easyJet spirit.
• Continuously review and improve sales, CSAT, and quality performance.
• Conduct site audits to ensure compliance with security requirements.

Competencies:

• Ownership and Delivery: Focus on results, working towards targets, and adapting plans.
• Business Performance: Understand business dynamics and cost implications.
• Innovation and Change: Open to new methods and comfortable in dynamic environments.
• Building Relationships: Communicate confidently and build constructive relationships.

Key Skills Required:

• Minimum 3 years in a high-volume contact centre, preferably with outsource experience.
• Proven people management and leadership experience.
• Strong understanding of call centre technologies (CRM & Telephony).
• Proficient in Microsoft Office, Excel, and PowerPoint.
• Experience in airline operations is an advantage.
• Strong leadership, judgement, and stakeholder management skills.

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Job Description

• Are you looking for an opportunity to advance your career in the Telecommunications sales and 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 with a salary of R9,524.

This role at Concentrix is a great match if you:

• Have a minimum of 6 months international Contact Centre experience (essential)
• Have a minimum of 6 months target driven sales experience (essential) OR have a minimum of 12 months local telecommunication Contact Centre experience
• Matric
• Ability to work shifts aligned to US business hours (Night shift)
• Proficient in English verbal 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:

• A monthly salary of R9,524(including campaign & night-shift allowances) T&Cs apply
• Fantastic Employee Assistance Programme (EAP)
• Additional bonus earning potential up to R4,500
• Medical aid for main member/Medical Insurance for main member and two dependents
• Subsidized transport
• Provident/Pension Fund

What you will do in this role

• Taking ownership of high profile, escalated cases from beginning to resolution
• Manage work order within business SLA's
• Consistently applying agreed behavioural 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