Vacant 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.
• To provide a support service to Financial Advisers and customers, delivering an industry-leading level of customer service and continuously finding ways to help our Financial Advisers, Customers and our clients to achieve their strategy and objectives. Providing support to your team leader and wider leadership team to understand, deliver against, and lead the team to improve the customer journey. with a base salary of R7526
• 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 Support Advisor role at Concentrix is a great match if you:

• Minimum of Grade 12 / Matric
• 12 Months international Call Centre OR, 6 Months Financial/Banking OR, 24Months Local experience in call centre Customer service

What is in it for you?

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

• Base Salary of R7526
• Medical aid for the main member / medical insurance for the employee and two dependents
• Pension Fund
• Subsidized transport
• Fantastic Employee Assistance Programme (EAP)
• 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 you will do in this role:

Key Contribution Areas:

• Take ownership of the work that you are trained in, within Group Customer Service. Able to assist colleagues, customers and advisers
• Working as part of the Operational teams, putting the customers at the heart of everything we do
• Demonstrate an awareness of the team measures and support how these are used to understand the customer journey
• Identify opportunities for further training and development
• Attend and contribute to team huddles. Discuss our customer requests and any challenges which would stop us from meeting our customer expectations.
• Own all requests/enquiries from end to end, minimising hand-offs and delivering a personal service
• Constantly seek additional knowledge to help you provide support to advisers, clients and colleagues, anticipating their needs and finding solutions to any challenges that arise
• Learn from feedback received on how to improve our service and collaborate with colleagues to meet collective business goals
• Identify ways in which we can continue to improve the way we do things
• All transactions and enquiries required for the customer are processed accurately and promptly within agreed timescales

​​​​​​​Skills Required:

You will demonstrate a strong understanding of the following areas:

• Competent in a broad range of processes
• Basic complaint handling, such as first points of contact and appropriate logging of complaints
• Competent risk event handling and logging where appropriate - An understanding of the Quality Checking process
• Active and positive contributions to huddles and meetings
• Identifies and drives self-development opportunities - Good levels of communication skills with our customers

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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.

To be successful in this role you will need to have experience of working within collections along within a minimum of 1 years of QA.

• 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