Core Responsibilities • Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations.• Communicate expectations to employees and provide timely updates.• Provide subject matter expertise in handling escalated customer calls as needed.• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.• Stay current on internal work processes, policies, and procedures. Attending required manager development training.• Promote Concentrix values through both behavior and attitude, including being an advocate for team members.

- Core Responsibilities:• Provides the most technical advanced support by handling complex customer cases, while under minimal supervision• Respond to escalated and unresolved calls, and questions from less experienced Technical Support Advisors• Identify, investigate, research and provide resolution on user questions and problems, including hardware, software, networking, or other designated client products.• Extensive knowledge of the organization, products, and/or services is required.• Follow an appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed.• Solve problems that are generally unstructured and require extensive use of conceptual thinking skills.• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.• Clarify customer requirements, probe for understanding.• Prepare complete and accurate work including appropriately notating accounts as required.• Participate in activities designed to improve customer satisfaction and business performance.• Provide a high level of technical support via telephone and/or other electronic mediums for a major product category up to 5% of assigned shift, provide guidance to Support Professional in problem solving and using resources up to 5% assigned to shift.• Coach and train support professionals in technical skills, customer service, and applicable processes, assist with support professional technical development by evaluating the performance and providing appropriate feedback, act as an escalation point in the absence of a team leader.• Provide reporting analysis as necessary.

Core Responsibilities • Assist external users of the client's technical products or services; identify, investigate, research, and provide resolution to user questions and problems • Troubleshoot basic and routine customer issues that are technical in nature, including hardware, software, networking, or other designated client products • Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed • Solve problems that are generally unstructured and require extensive use of conceptual thinking skills • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer • Clarify customer requirements, probe for understanding • Prepare complete and accurate work including appropriately notating accounts as required • Participate in activities designed to improve customer satisfaction and business performance

I was assigned by my company to be a customer service representative for a telecom company in the UK. Duties:- Understanding customers' queries and taking ownership. - Documenting notes on the system while actively listening to the customer's query.- Showing empathy with irate and frustrated customers, while maintaining professionalism. - Handling some technical issues related to sim cards, and mobile connectivity.- Branding the company and portraying it in a positive light. - Building rapport with customers to help build a better customer experience.- Having a sales pitch with the customers, when possible. - Ensuring all KPIs are met by constantly developing one's skills.