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Client Support Specialist

Dartmouth, Nova ScotiaFull-time
About the Job
Customer Service Dartmouth

$750 Hiring Bonus paid in full by 90 days’ tenure.


Job Description Summary:
  • Responsible for taking inbound Customer Service calls.  
  • Provide a solution based approach with each customer interaction including: scheduling moves, providing expertise knowledge and guidance, thoroughly answering questions and resolving/escalating any concerns the customer might face with accuracy and efficiency.

Hiring Requirements

Essential Functions/Core Responsibilities
  • Managing incoming customer inquiries/requests   
  • Contact channels include but are not limited to inbound calls, outbound calls and live chat  
  • Ability to take a variety of call types, including sales calls as required to meet business needs 
  • Provide solution based support to customers to ensure quality service.   
  • Active listening techniques to ensure full understanding of the customers’ needs 
  • Ensure accurate/complete data is notated for each customer interaction (scheduled dates and address, notes, customer data, move specifics/notes) 
  • Provide accurate, valid and complete information to the customer by using the right methods/tools 
  • Provide professionalism in tone, grammar and written content to ensure an exceptional customer experience and adherence to brand standards 
  • Provide feedback/trends on escalated issues in an attempt to minimize any negative impact on the Brand or Customer Experience 
  • Communicate directly with Franchise and Corporate location staff to ensure a seamless order entry process 
  • Perform repetitive duties daily involving the operation of a sophisticated phone system and proprietary software program 
  • Meet or exceed minimum performance standards as set forth by management including, but not limited to conversion, adherence to schedule, average handle time, quality and customer satisfaction 
  • Ability to work required overtime as needed  
  • Ability to work schedules as determined by management to meet business needs 
  • May perform other duties and responsibilities as assigned.

JOB QUALIFICATIONS: 
  • Education & Experience Requirements 
  • High School Diploma or GED 
  • 0 – 2 years call center customer service experience preferred 
  • Possess math skills sufficient to perform required duties or an equivalent combination of education, training or experience.
    Please apply at: dartmouth.recruiting@concentrix.com 

Essential Functions/Core Responsibilities 
  • Achieving specific sales targets and maximizing sale opportunities on each and every call
  • Use non-scripted probing techniques to determine customer needs and offer the most appropriate product or service to address their needs
  • Maintain broad knowledge of products, pricing, promotions, and procedures
  • Ensure service delivered to our customers meets contractual sales goals and other Key Performance Indicators (‘KPIs’)
  • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
  • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
  • Clarify customer requirements; probe for understanding, use tools and resources to appropriately provide resolution to the customer
  • Prepare complete and accurate work including appropriately notating accounts as required
  • Participate in activities designed to improve customer satisfaction and sales performance
  • Answer billing questions by talking through components of customer accounts

Candidate Profile:
High school diploma with six months of sales experience preferred
    • Demonstrated sales technique and product knowledge preferred
    • Courteous with strong customer service orientation
    • Strong communication and negotiation skills required
    • Ability to effectively communicate, both written and verbally
    • Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
    • Strong computer navigation skills and PC Knowledge
    • Ability to learn and think conceptually
    • Dependable with proficient attention to detail
    • Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
    • Able to rotate shifts, as needed
    • Based on location and/or program, additional experience/skills may be required
    • *Job requirements may vary by country and will not contravene any local laws   

Career Framework Role 
Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge.  Works with close supervision and clearly defined procedures.  Starting to demonstrate familiarity with client terminology, operating standards and procedures.  Starter without sustained metric performance levels.  
  • Supplemental Geographical Information 
  • RECRUITER ENTER THE APPLICABLE LANGUAGE:
  • UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION   
  • PHILIPPINES  
  •  Minimum of two years of college education. No prior call center experience is required
  •  Ability to think clearly and can explain simple issues effectively, both written and verbally   
  • INDIA  
  •  Ability to effectively communicate, both written and verbally
  •  Listen attentively to customer needs and concerns; demonstrate empathy
  •  Clarify customer requirements; probe for and confirm understanding of requirements or problem
  •  Confirm customer understanding of the solution and provide additional customer education as needed
  • Ability to learn including strong problem solving skills
  • Demonstrate strong probing and problem solving skills
  •  Should be able to handle complex queries
  • Should be able to resolve customer queries independently 

Disclaimer   
  • The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
  • Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
    About Concentrix.

    Concentrix is a high-value global business services company. With more than 90,000 staff in 25 countries, we focus on customer engagement and all that supports it. We do so by partnering with clients to improve the customer experience and business outcomes. For information, recent news, and to follow Concentrix on Twitter, Facebook, LinkedIn, Google+ and YouTube, visit www.concentrix.com. Concentrix - A SYNNEX Corporation Company (NYSE: SNX) is an Equal Employment Opportunity employer M/F/D/V and is committed to the Quality Policy