Senior Customer Service Representative - Help Desk Support Specialist for Technical Issue Resolution and Client Satisfaction

Join Concentrix as a Senior Customer Service Representative and Elevate Your Career in a Dynamic Environment Concentrix, a global leader in customer experience solutions, is seeking a highly skilled and motivated Senior Customer Service Representative to join our team as a Help Desk Support Specialist. As a key member of our customer service team, you will be responsible for providing exceptional support to our clients via inbound and outbound calls, as well as through the internet. If you have a passion for delivering outstanding customer experiences and are looking for a challenging and rewarding role, we encourage you to apply. About Concentrix and the Customer Service Industry Concentrix is a renowned provider of customer experience solutions, serving a diverse range of clients across various industries. Our company culture is built on a foundation of innovation, collaboration, and a commitment to delivering exceptional customer experiences. As a Senior Customer Service Representative, you will be part of a team that is dedicated to providing top-notch support to our clients, ensuring their satisfaction and loyalty. Key Responsibilities and Essential Functions As a Senior Customer Service Representative, you will be responsible for: Utilizing problem-solving skills to resolve non-standard and/or escalated customer issues, leveraging tools and resources to provide effective solutions. Handling escalated calls from other customer support representatives, demonstrating expertise and providing guidance. Ensuring that the service delivered to our customers meets contractual Key Performance Indicators (KPIs), driving customer satisfaction and loyalty. Greeting customers in a courteous, friendly, and professional manner, using agreed-upon procedures to establish a positive tone. Listening attentively to customer needs and concerns, demonstrating empathy and maximizing opportunities to build rapport. Clarifying customer requirements and probing for understanding to provide accurate and effective solutions. Maintaining in-depth knowledge of client products and/or services, staying up-to-date on the latest developments and features. Preparing complete and accurate work, including notating accounts as required, to ensure seamless customer experiences. Participating in activities designed to improve customer satisfaction and business performance, driving continuous improvement. Offering additional products and/or services to customers, identifying opportunities to upsell or cross-sell. Adhering to shift schedules and maintaining acceptable attendance, providing required notification of absence according to company policy. Candidate Profile and Essential Qualifications To be successful in this role, you will need: A high school diploma, with one year of customer service experience preferred. A courteous and customer-focused demeanor, with a strong customer service orientation. Strong computer navigation skills and PC knowledge, with the ability to quickly learn new systems and technologies. Effective communication skills, both written and verbal, with the ability to articulate complex information in a clear and concise manner. Strong problem-solving skills, with the ability to analyze issues and develop effective solutions. Dependability and attention to detail, with the ability to juggle multiple tasks and adapt to changing priorities. Strong organizational skills, with the ability to manage multiple tasks and responsibilities. The ability to work in a fast-paced, high-production environment, with a tolerance for repetitive work. The ability to work independently and as part of a team, collaborating with colleagues to achieve shared goals. Patience and professionalism in all customer contact situations, maintaining a pleasant and professional tone and manner. Preferred Qualifications and Skills In addition to the essential qualifications, we prefer candidates with: Previous experience in a customer service or help desk environment. Strong technical skills, with the ability to quickly learn new systems and technologies. Experience working with customer relationship management (CRM) software and other customer service tools. Ability to rotate shifts, as needed, to accommodate business requirements. Experience mentoring or coaching junior team members, with a strong ability to guide and support others. Career Growth Opportunities and Learning Benefits At Concentrix, we are committed to providing our employees with opportunities for career growth and development. As a Senior Customer Service Representative, you will have the opportunity to: Develop your skills and expertise in a dynamic and supportive environment. Take on additional responsibilities and challenges, driving your career forward. Participate in training and development programs, enhancing your knowledge and skills. Collaborate with colleagues and leaders to drive business outcomes and achieve shared goals. Work Environment and Company Culture Concentrix is a dynamic and inclusive company culture that values innovation, collaboration, and customer-centricity. As a Senior Customer Service Representative, you will be part of a team that is passionate about delivering exceptional customer experiences. Our work environment is designed to support your success, with: A flexible and adaptable work environment, with the ability to work from home or in a traditional office setting. A collaborative and supportive team culture, with opportunities for professional growth and development. A range of benefits and perks, including competitive compensation, health insurance, and paid time off. Compensation, Perks, and Benefits At Concentrix, we offer a comprehensive compensation and benefits package that includes: Competitive salary and benefits. Opportunities for career growth and development. A range of health and wellness benefits, including medical, dental, and vision insurance. Paid time off and holidays. Access to employee assistance programs and other support services. Conclusion If you are a motivated and customer-focused professional looking for a challenging and rewarding role, we encourage you to apply for this Senior Customer Service Representative position at Concentrix. With a comprehensive compensation and benefits package, opportunities for career growth and development, and a dynamic and inclusive company culture, we offer a compelling opportunity for professionals to join our team and drive their careers forward. To apply, please submit your application through our website. We look forward to hearing from you! Apply for this job