Customer Serv Rep II
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POST DATE 9/2/2016
END DATE 2/24/2017
JOB DESCRIPTIONCustomer Serv Rep II
DO YOU HAVE A PASSION FOR HANDLING CONSUMER RELATIONS WITH ESCALATION EXPERIENCE? Concentrix is partnering with a world leader in the snack industry offering opportunities to work for the worlds favorite brands in approximately 165 countries around the world. Our client is the worlds pre-eminent maker of snacks, with leading market shares in every category in which they compete and holds the No. 1 position globally in Biscuits, Chocolate and Candy. There is an immediate need for agents in our Rochester, NY location!
ESCALATION HANDLING CUSTOMER SERVICE AGENT
The position is the second escalation contact for consumer conversations feedback, issue resolution, records ongoing action resolution to case information and data across multiple channels. This involves advanced negotiation handling skills, advanced researching solutions, and providing resolutions to Level 2 consumer problems. The Agent ensures proper consumer handling and escalation procedures while performing assigned functions according to process and standardized policies and procedures. The Agent is accountable for customer satisfaction by achieving certain prescribed, measurable performance goals on a daily basis. The escalation agent will work an assigned shift, which may have varying start times.
Answers and responds to inbound calls, returns call from emails, website queries using escalation documented procedures, available tools and supplied script(s) to assess consumers support needs and handle/route accordingly to the satisfaction of the consumer
Verifies all contact information, cases issues from discussion with initial agent and makes necessary changes and adds additional data based on escalation handling
Creates cases within supplied Customer Relationship Management (CRM) system
Documents problem definition and escalation processes
Documents and logs all contacts and actions into CRM as specified in guidelines
Includes all appropriate case data (soft and hard copies) i.e. CRM survey responses based on reason codes, email, photos, CSAT surveys emailed to consumer post resolution, etc.
Provides help and clear direction to consumers and initial agent on follow-up actions taken for resolution; reviews potential manner to resolve issue with initial agent for on-going training
Escalates to TL and external persons in accordance with process direction i.e. to Escalation owner at client when appropriate, Fulfillment and others as required and appropriate
Provides customers with follow-up action to be taken and documents in CRM
Remains knowledgeable of performance requirements, brands/product and process documentation
Maintains awareness of and compliance with all Concentrix personnel policies
Achieves specified performance goals and knowledge of all tools used in the process
Additional responsibilities as required i.e. reporting, reporting unresolved issues, handling of hang-ups, tool development to better handle consumer escalations and reviews with TL and training/Quality team, etc.
Exceptional Customer service escalation skills required
Experience in consumer relations and food/beverage support (a plus)
Proficient working in a client technology provided environment with multiple applications and navigation between applications to research information
Knowledge of PC and software applications including Microsoft Excel, Word and Outlook
Ability to handle all type of client escalations
Customer service orientation/skills and 3 years Call center experience Preferred
Excellent oral and written communication skills/Professional Phone Manner
Ability to communicate actions being taken for resolution based on process direction
Aptitude to listen to callers escalated description of problem; interpret, summarize, document and ability to calm consumer down through advanced negotiating and resolution skills
Strong interpersonal skills, ability to establish and maintain effective working relationships with initial call handling team and entire floor team and client
Ability to handle stressful situations and bond professionally with frustrated customers
WHAT WE OFFER:
A rapidly growing company with significant career growth opportunities
A culture committed to teamwork and continuous improvement
An attractive compensation package including medical, dental; PTO, paid holidays.
A wholly owned subsidiary of SYNNEX Corporation (NYSE: SNX), Concentrix is a leader in high-value global business services. It partners with its clients to deliver end-to-end customer/consumer engagement services, technology innovations, analytics, process optimization, and business improvements. The global business services firm transforms the customer/consumer experience, and streamlines front and back office and industry-specific processes to provide the highest value from every customer/consumer interaction. Based in 25 (140 locations) countries with a staff of more than 90,000 who speak 40 languages, Concentrix offers industry expertise in 10 industries: Banking & Financial Services, Healthcare & Pharmaceutical, Insurance, Technology, Consumer Electronics, Retail, CPG & e-Commerce, Government & Public Sector, Media & Communications, Automotive and Travel, Transportation & Tourism. US-NY-Pittsford
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