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Sr. Advisor : Customer Service, CRM

Req #: CNX00052623
Location: Fremont, CA US
Job Category: CRM

TITLEFront Line Sr. Advisor: Customer Service, CRM

CAREER TYPE: Full-Time

LOCATION: United States (except Vermont, AlaskaCalifornia, and Seattle, WA.) - @Home

 

The CRM PWCS Sr. Advisor assists the NA PWCS Operations Manager, Team Leader, and Advisors with specialist activities designed to ensure that the team meets established performance criteria and that requests are handled according to established performance standards for quality, productivity and customer satisfaction. They may provide daily team guidance and training, perform various administration tasks, assist in setting and achieving operational objectives and track and report service performance. The Subject Matter Expert assists in resolving escalated and complex customer service issues. They monitor and recommend/implement ways to improve customer satisfaction, service strategies, quality objectives and operational guidelines. They can coach junior members of the team.  Assume additional responsibilities as assigned.


Skills Environment:
  • Has experience in business administration, business or country operations, services strategies and objectives in leading critical situations
  • Understands organization priorities, needs and plans
  • Possesses thorough knowledge of IBM business and services policies, practices and procedures
  • Ensures the delivery of a high quality, professional and proactive day to day service to clients
  • Ensures efficient handling of requests

Communication/Negotiation:
  • Has regular contact with clients, works proactively and productively with clients
  • Participates in reviews with senior management to assess and negotiate business objectives
  • Has regular external contacts to exchange information, provides assistance, plans and conducts complex negotiations or resolves complex problems
  • Participates in complex negotiations at all levels to obtain agreement and work effectively with support teams in BPD CRM
  • Handles escalated customer requests as required
  • Possesses both local language and very good written and oral English skills (as required)

Problem Solving:
  • Anticipates potential problems and future trends related to functional objectives, including changes to service strategies or operational standards or support offerings
  • Assists in the evaluation of business plans and models and service level reports to ensure creative and viable service offerings are developed that satisfy customer needs
  • Ensures, according to procedures, client questions/issues/queries are identified and solved or are raised to the appropriate level
  • Has high degree of creativity and analytical ability to identify additional business opportunities and develop solutions to difficult internal, client and sponsor requirements and implement solutions with sense of urgency
  • Recommends and implements improvements to routine transactions within their team
  • Assists in leading teams in development and implementation of solutions that affect customer satisfaction

Contribution/Leadership:
  • Assists in managing routine operational activities and approves requests for staff schedule changes
  • Ensures that all relevant transactions and tasks are processed accurately and in a timely manner
  • Creates customer service mindset within the team by reacting to client requests/queries in a timely manner
  • Continually seeks ways to improve customer satisfaction
  • Actively contributes to the development of new or changed processes and procedures in CRM services
  • Demonstrates positive influence that motivates team and gears it towards high quality service delivery
  • Coordinates activities of less experienced or less knowledgeable team members
  • Ensures all policies, practices and procedures affecting CRM services are communicated and understood both internally and externally

Impact on Business/Scope:
  • Accountable for individual results and impact on team and department and interrelated activities
  • Exercises high degree of judgment in decisions that affect services, achievement of financial goals, quality and effectiveness of customer services teams and other departments within the function
  • Participates in department overall program planning objectives
  • Regularly reviews and monitors key quality and productivity reports
  • Ensures that quality and service level objectives are being met
  • Takes action required to maintain required quality and productivity service levels
  • Provides senior management with reports analysis and recommendations affecting achievement of goals or objectives
  • Drives a good team spirit through proactive communication and coaching in line with policies and procedures
  • Continually strives to simplify, standardize and improve administration processes

The Company:


Concentrix is a high-value global business services company. With more than 100,000 staff in 40 countries, we focus on customer engagement and all that supports it. We do so in partnership 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 committed to the Quality Policy.


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