Italian Game Changer - Customer Service

Advisor I, Blended Support position interfaces with customers via inbound calls/chats/emails, outbound calls/chats/emails, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's products or services.

In this role, you'll:

• Be the friendly voice of major clients, providing exceptional service across phone, email, and chat. Think about resolving product inquiries, processing orders, and offering helpful advice.
• Become a product pro, mastering the ins and outs of the latest trends.
• Troubleshoot issues with patience and a can-do attitude.
• Go the extra mile to build lasting relationships with customers. Offer personalized recommendations, answer questions with a smile, and make every interaction a positive experience.
• Contribute to a dynamic and supportive team environment, collaborating with colleagues to achieve shared goals.

Essential Functions/Core Responsibilities 

• Ensure service delivered to our customers meets contractual Key Performance Indicators (‘KPIs’)
• Clarify customer requirements; probe for understanding and use decision-support tools and resources to appropriately provide resolution to the customer.
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing the opportunity to build rapport with the customer.
• Greet customers in a courteous, friendly, and professional manner using agreed-upon procedures.
• Maintain basic knowledge of client products and/or services.
• Prepare complete and accurate work including appropriately notating accounts as required.
• Participate in activities designed to improve customer satisfaction and business performance.
• Offer additional products and/or services.

Candidate Profile

• Italian Level B2 / English B1
• A minimum high school diploma with 3 to 6 months of relevant experience is preferred.
• Excellent communication, interpersonal, and negotiation skills. Thrive in a fast-paced environment and build rapport with diverse audiences.
• Ability to fluently communicate in the required language of support, both written and verbally.
• Ability to multi-task, prioritize effectively, be flexible and adaptable to changes, and meet deadlines consistently.
• Basic computer navigation skills and PC Knowledge.
• Ability to work as a team member, as well as independently.
• 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.
• Strong problem-solving and analytical abilities. Can quickly assess situations, identify root causes, and develop effective solutions.
• Courteous with a customer-centric mindset. Passionate about exceeding expectations and delivering exceptional service.   

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 

Each program requires a basic skill set and product-specific knowledge to perform routine tasks within simple processes. You will work with close supervision and clearly defined procedures.  You are starting to demonstrate familiarity with client terminology, operating standards, and procedures.  Starter without sustained metric performance levels.

We offer a competitive compensation and benefits package, along with a vibrant and supportive work environment. Join us and be a part of a team that is passionate about making a difference in the lives of our customers and our community!

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.