The Advisor I, Chat Support position interfaces with customers via inbound chats, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's product or services.**Essential Functions/Core Responsibilities**- 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 chat/call tracking database- Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff- High school diploma- Courteous with strong customer service orientation- 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 requiredNo prior call center experience is required- Ability to think clearly and can explain simple issues effectively, both written and verbally- 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**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.Primary Location:Costa Rica**Job Types**: Full-time, Permanent**Salary**: ¢400,000.00 per monthWillingness to travel:- 100% (preferred)Application Deadline: 24/04/2023
