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Engaged Employer

Concentrix Corporation

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3.8

based on 26.5k Reviews

Video summary

60 Concentrix Corporation Jobs

SME Operations

Concentrix

3.8

based on 26.5k Reviews

0-5 years

Gurgaon / Gurugram

1 vacancy

SME Operations

Concentrix Corporation

posted 2mon ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Credit Cards Customer Experience Management CCTV Monitoring Service Delivery Management Analytical Skills

+ 2 more

Job Description

Job Title:

SME Operations

Job Description

Role and Key responsibilities:

Groom new hires & provide floor support to enhance customer experience
Real Time support to advisors and monitor performance
Identify root cause issues and recommend solutions.
Effectively monitor and evaluate performance.
Provide appropriate Coaching, evaluation feedback to Advisors.
Handle voice calls and chat within their skill set.
Perform transaction monitoring evaluations.
Create, maintain and execute coaching plans, ensuring up-skilling to meet and exceed performance targets
Work collaboratively with customers to deliver high levels of First Contact Resolution and Customer Satisfaction

Key Skills and knowledge:

Excellent written & verbal communication skills
Strong customer service aptitude
Strong Excel & Analytical skills shall be an added advantage.
flexible, sensitive and open minded when dealing with customers.
Expertise & proficiency in Banking products preferably credit cards
Experience handling voice and chat transaction.
Knowledge of Quality metrics & guidelines
Experience in coaching individuals via observation, feedback, mentoring and task demonstration
Ensure the highest standards of service delivery are maintained, monitoring quality performance and providing feedback to team members.
Conduct audits of processes and transactions to identify areas for improvement.
Implement process improvements to optimize efficiency and customer satisfaction

Educational Qualification: Graduate.

Disclaimer:-

Location:

IND Gurgaon Building 14 - 11F, Tower D

Language Requirements:

Time Type:

Full time

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Employment Type: Full Time, Permanent

Read full job description