Senior Representative

About the Company

Concentrix Daksh Services India Private Limited operates as a global business services provider focused on customer engagement and digital transformation. The company delivers high-quality customer support, technical assistance, and back-office services to a wide range of industries. Emphasizing innovation and continuous improvement, the organization invests in technology, training, and efficient processes to enhance service delivery. Employees are supported in skill development and career advancement within a diverse, inclusive, and performance-oriented workplace.

Role Overview

This full-time, on-site position is based in Deoghar. The Senior Representative manages complex customer communications via phone, email, chat, or other channels, ensuring queries and issues are resolved accurately. Responsibilities include escalation management, clear and empathetic communication, documenting customer interactions in internal systems, and adherence to compliance and process guidelines. The role requires collaboration with team members and supervisors to achieve performance goals, informal mentoring of new staff, and contributing to improving customer experience and operational efficiency. Maintaining professionalism, following schedules, and fostering a positive work environment are essential.

Key Responsibilities

• Handle complex customer interactions across multiple communication platforms with accuracy and empathy.
• Manage escalations effectively and resolve challenging situations promptly within defined timelines.
• Document all customer interactions carefully in CRM and internal tools in compliance with company processes.
• Collaborate with colleagues and supervisors to meet or exceed performance targets.
• Support and guide new team members informally to facilitate their integration and performance.
• Identify and recommend improvements to enhance customer service and operational workflows.
• Maintain professionalism and adhere strictly to schedules and workplace standards.

Qualifications and Requirements

• Excellent customer service and communication skills, demonstrating clear verbal and written capabilities alongside active listening.
• Proven ability to manage escalations and handle difficult interactions with professionalism and patience.
• Comfortable using computer systems, CRM software, and basic office applications to record and monitor customer data.
• Strong attention to detail, problem-solving skills, and strict compliance with process and quality standards.
• Ability to thrive in a fast-paced, target-oriented environment with good organizational and time management skills.
• Previous experience in customer support, contact center operations, or related roles is preferred.
• Willingness to work on-site in Deoghar, including shift-based schedules if necessary.
• Minimum educational qualification is typically a high school diploma; higher education is advantageous.