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About Concentrix

Concentrix, Corporation (Nasdaq: CNXC) is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world’s best brands including over 100 Fortune Global 500 clients and over 125 new economy clients. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through Strategy +Talent + Technology. Concentrix provides services to clients in our key industry verticals: technology & consumer electronics; retail, travel & ecommerce; banking, financial services & insurance; healthcare; communications & media; automotive; energy and public-sector.

Visit www.concentrix.com to learn more.

ROLE: Sr. Customer Service Specialist (SME, Operations)

LOCATION: District 12, Quang Trung Software, will relocate office to client site in District 7 from June 2025

Key Responsibilities:

• Manage team in general
• Training knowledge base, support agents real time at floor ensure smooth running of day-to-day operations and the continuous achievement of operational SLAs and targets through hands-on management of the team.
• QA QC manage key insights, follow up team's performance/KPIs • Responsible for team mentoring.
• Keep track of schedule adherence. Providing real time Floor Support to agents taking calls
• Handling the Escalation and Supervisor calls/sessions and taking Tier 1 calls for specific duration to keep yourself updated on the process knowledge
• Motivating the team members to achieve targets set by the company taking the key metrics into consideration.
• Knowledge sharing and addressing issues of associates through floor walking, live call barging and providing feedback, coaching on the real time/historic basis.
• Taking regular sessions briefing mentees on critical issues affecting process as and when directed.
• Sharing quality audits coaching associates on appropriate measures to correct Quality Process hygiene.
• Contributing in offering recommendations for process product improvement to the Delivery Manager.

Qualifications:

• Excellent interpersonal and communication skills with good command of written and spoken English.
• Strong in customer service skills. A team player with commitment and initiative, service oriented, able to work under pressure, matured, motivated, meticulous, and analytical and able to multi-task.
• Knowledge of Internet, Microsoft Office including email, MS Excel, MS Word.
• High level of listening and comprehension skills. Able to probe for required information from customer
• Assertive and able to manage in situations where there may be limited information