Job Description

Essential Functions/Core Responsibilities

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Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs')



Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer



Listen attentively to customer needs and concerns; demonstrate empathy while maximizing 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



Track, document and retrieve information in call tracking database



Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Candidate Profile

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High school diploma with three to six months of relevant experience preferred Hospital/ Medical/ Insurance industry experience preferred



Strong computer navigation skills and PC Knowledge



Ability to effectively communicate, both written and verbally



Dependable with strong attention to detail



Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly



Tolerance for repetitive work in a fast-paced, high production work environment



Ability to work as a team member, as well as independently



Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner



Ability to rotate shifts, as needed



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

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Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.

Supplemental Geographical Information

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RECRUITER ENTER THE APPLICABLE LANGUAGE:


GERMANY - This job description does not apply to employees in Germany.


UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION




PHILIPPINES


Minimum of two years of college education. No prior call center experience is required Ability to think clearly and can explain simple issues effectively, both written and verbally



INDIA


Ability to effectively communicate, both written and verbally Listen attentively to customer needs and concerns; demonstrate empathy Clarify customer requirements; probe for and confirm understanding of requirements or problem Confirm customer understanding of the solution and provide additional customer education as needed Ability to learn including strong problem solving skills Demonstrate strong probing and problem solving skills Should be able to handle complex queries Should be able to resolve customer queries independently

Disclaimer

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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.