Concentrix is a high-value global business services company. With more than 90,000 staff in 25 countries, we focus on customer engagement and all that supports it. We do so by partnering with clients to improve the customer experience and business outcomes. For information, recent news, and to follow Concentrix on Twitter, Facebook, LinkedIn, Google+ and YouTube, visit www.concentrix.com.
Concentrix - A SYNNEX Corporation Company (NYSE: SNX) is an Equal Opportunity, Affirmative Action Employer. We thank all applicants however, only those under consideration will be notified
CUSTOMER Relationship SUPPORT SPECIALIST (CRS)
This position is a front-line Contact Center customer service role for a new Concentrix client , seeking to set the standard for Bank Customer Service in Canada. The opportunity for advancement from this position in the first three months is high as we will be adding Fraud, Merchant Disputes, Tier 2 service and leadership roles over the summer, As such, people with these skills are encouraged to apply and will be given priority. The CRS agent services all aspects of the partnership suite of credit cards, which includes applications, activations, customer relations service and cross-selling credit related products, retention and escalations. The agent relies on extensive knowledge to respond to inquiries and account maintenance requests on the about the credit card partnership product. The agent will be expertly trained to be proficient in all areas of credit card servicing and sales including lowering interest rates and waiving membership fees based on the account history in order to retain disgruntled customers and. May perform outbound follow up call as required. This is not an outbound telemarketing role.
- Help clients take full advantage of client MasterCard Rewards program
- Answer questions on transactions and statements
- Provide information on fees, finance charges charges, annual membership fees, credit limits and payments
- Performs balance transfers, and cash advances and credit limit increases
- Process demographic information personal information changes e.g. address and phone number updates
Job Knowledge - Knows, understands and appropriately applies the technical skills, methods and processes required for the position. Is able to learn, retain and apply information to the job. Keeps current with trends and developments in field.
Cultural Alignment - Understands the Concentrix culture and actively promotes it through every action taken, and every decision made. Supports a culture that fosters high standards of professionalism and ethics, behaves in a fair, ethical and respectful manner.
Adaptability - Is able and willing to adapt to changing priorities and responsibilities. Able to adjust personal style to changing environment. Maintains focus and intensity and remains calm, optimistic persistent, even under adversity.
Teamwork - The ability to work effectively with others to generate a positive, productive and informed work environment. Is united in the collective purpose.
Customer Focus - Is dedicated to meeting and strives to exceed the needs of internal and external customers by delivering high quality services. Acts with customers in mind, establishes and maintains effective relationship with customers and gains their trust and respect.
Problem Solving - Systematically breaks apart complex problems and identifies the underlying causes. Identifies trends and sees causes and consequences. Generates a variety of alternative techniques or methods to resolve issues and/or solve problems.
Communication – Spoken and Written - Able to clearly present information through the spoken word; influence or persuade others through oral presentation in positive or negative circumstances; listen well; able to write clearly and effectively present ideas and to document activities; to read and interpret written information.