Job Description

Advisor I, Customer Service position interfaces with customers via inbound calls, outbound calls, 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 digital advisor for our customers' communication needs, diagnosing and resolving issues with internet, phone, and TV services. A master of knowledge, navigating complex technical manuals and staying ahead of the curve in the ever-changing telecommunications landscape. A patient and empathetic communicator, guiding customers through troubleshooting steps with clear instructions and a friendly smile. A brand ambassador, building lasting relationships with customers and ensuring their satisfaction is your top priority. Every interaction is an opportunity to make a positive impact.

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

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. Tech-savvy individual with a deep understanding of telecommunications infrastructure and technical troubleshooting. Dependable with proficient attention to detail. Able to rotate shifts, as needed. Strong problem-solving and analytical abilities. Can quickly assess situations, identify root causes, and develop effective solutions. Patient and empathetic, able to handle customer frustrations with a calm and understanding demeanor. Self-motivated and driven, with a strong work ethic and a commitment to exceeding expectations.

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.