Associate Customer Success Specialist (Cantonese Speaker)

AtConcentrix, we strive to find and grow exceptional people like you.Our global staff have devoted their careers to ensuring every customerexperienceis exceptional. So naturally, we're committed to making Concentrix the best place to grow a career, too.
Working atConcentrix,you will be a part of an engaging, energetic, and entrepreneurial work where you can reimaginethe boundaries of your career.This role will support an existing customer base with a low to moderate level of complexity to cultivate and build strong customer relationships over the customer lifecycle, while ensuring customer satisfaction and engagement. Responsible for developing a moderate level of product or service knowledge to support low to moderate customer questions and concerns. Primarily focused on maintaining positive customer relations rather than actively promoting the sales of products and services. Must be confident dealing with customers and expected to resolve low to moderate objections or transactions. Responsible for effectively collaborating with our Global Sales Delivery teams to ensure customers expectations are met. Understands and captures the voice of the customer for assigned client. Duties
Duties and Responsibilities:

• Manage high volume of customer contacts and communications through phone and email each day
• Use contact search and productivity tools to verify contact information is accurate
• Conduct health checks at agreed upon recurring intervals to gauge product satisfaction and value attainment
• Develop a good level of product knowledge to speak intelligently to customers and successfully address specific objections
• Clearly document and track qualitative feedback and quantifiable measurements through surveys, phone calls and emails using computer systems
• Successfully capture customers product expectations, experiences, satisfaction, and likelihood of abandonment, Voice of the Customer
• Initiate steps through appropriate communication channels to address customer concerns/roadblocks prohibiting satisfaction or product usage
• Ensure high level of professionalism during all interactions with customers and prospects
• Collaborate with cross functional teams and management to drive a superior customer experience
• Follow guidance from more senior staff, as needed
• Follow established procedures
• Other duties, as assigned and necessary

Qualifications:

• Bachelor's degree preferred
• Prior experience working in a customer service preferred
• Ability to effectively communicate with customers in a fast-paced environment
• Prior experience in high volume calling environment preferred
• Aptitude to learn new technology is required
• Solid knowledge of MS Office programs
• Ability to follow instructions, follow call scripts, and adhere to defined processes
• Excellent communication skills (verbal, written)
• Experience working with Salesforce.com or similar CRM preferred
• Ability to multi-task, prioritize, and manage time effectively

Competencies:

• Accountability - Developing
• Effective Communication - Developing
• Resilience, Curiosity, & Adaptability - Developing
• Integrity - Competent
• Coachability - Developing
• Diversity and Inclusion - Developing
• Team Player - Developing
• Emotional Intelligence - Developing
• Critical Thinking - Developing
• Customer Focus - Competent
• Diagnostic Information Gathering - Competent
• Initiative - Developing
• Manage Execution - Developing
• Business Acumen - Developing

Supervisory Responsibility:

• This position has no supervisory responsibilities.

Travel:

• No travel is expected for this position.

Work Environment:

• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, etc.

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand walk use hands to finger, handle or feel and reach with hands and arms.

Uninterrupted home-based internet is required for this role. Applicants should have sufficient internet access in their homes to attend and host video calls, as well as perform essential functions of the role which include downloading and uploading of large files to shared network drives. In general, we have found that a minimum bandwidth speed of 20mbps is essential.