Jobs at Concentrix

Job Description

Experience the power of a game-changing career

• Are you a people-oriented individual with a passion for assisting others? We are seeking a Customer Service Representative to join our dynamic team of game changers in our sunny Durban office.

Concentrix is a great match if you have:

Experience

• Minimum 24 months customer service experience within a contact centre environment, including a minimum of 6 months working on a Financial Services, Banking, or Insurance campaign (Essential).

​​​​​​​Qualifications

Essential

• Matric
• Clear criminal and credit record
• English Proficiency, both written and spoken
• Understanding of the Call Centre industry
• Ability to understand a customer’s query
• Computer literacy – ability to speedily navigate multiple systems effectively
• Ability to type a minimum of 26 wpm with 80% accuracy 
• Passion for providing excellent Customer Service
• Attention to Detail
• Availability to work shifts in a 24/7 environment

​​​​​​​What’s in it for you

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

• Basic Salary: R 8700 + R1000 Campaign allowance 
• Medical aid for Employee or Medical insurance for Employee + 2 Dependents
• Provident fund 
• Subsidized transport 

​​​​​​​What you will do in this role:

• Assist customers with activating new cards, requesting replacements, and setting or resetting PINs 
• Accurately update customer personal and account information in systems
• Guide customers through the process of disputing unauthorized or incorrect charges
• Help customers identify and report suspicious or fraudulent activity on their accounts
• Provide assistance with making payments, setting up Autopay, and initiating balance transfers 
• Assist customers with login, access, and password issues related to online and mobile banking platforms
• Help customers review recent transactions, verify account balances, and clarify charges
• Process account closure requests in a professional and secure manner
• Assist customers with inquiries related to credit limits and declined transactions

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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 base salary of R7441.69 and a guaranteed campaign allowance of R1000.
• 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.

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

• Have a minimum of 12 months International BPO Call Centre experience (Essential)
• Experience in travel, e-commerce, retail and fintech (Advantageous)
• Passed Grade 12
• Ability to work shifts in a 24-hour environment
• 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:

• A monthly salary of R7441.69 and a guaranteed campaign allowance of R1000.
• Up to R3000 incentive based on performance
• Medical aid for main member / Medical Insurance for employee and two dependents
• Pension Fund
• Subsidized transport
• Group life cover
• Fantastic Employee Assistance Programme (EAP)
• 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 you will do in this role: 

• Taking ownership of high profile, escalated cases from beginning to resolution
• Manage work order within business SLA's
• Assess Health and Safety risks and take a proactive approach to mitigate risks to the client's business
• 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

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Job Description

• The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

Essential Functions/Core Responsibilities 

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved  at a minimum weekly
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes, policies and procedures. Attend required manager development training
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members  

Candidate Profile 

• Financial Services (FS) experience
• A clear criminal and credit record
• Approximately 1 year of leadership experience, preferably within a contact centre environment
• The ability to motivate, coach, and develop team members to achieve performance expectations
• Strong communication skills (both written and verbal)
• The ability to work well under pressure and follow through on tasks to completion
• Proven skills in multi-tasking, prioritisation, and meeting deadlines
• A willingness to work a flexible schedule
• Willingness to work a flexible schedule