Customer Service Representative (Bilingual: English & Urdu)

Job Title: Advisor I, Customer Service
Company: Concentrix
Location: [City], [Country]
Employment Type: FULL_TIME

Job Summary:
The Advisor I, Customer Service role is responsible for providing exceptional support to customers through inbound and outbound calls, as well as online interactions, depending on client needs. The position focuses on resolving routine product or service inquiries while ensuring a positive customer experience and adherence to performance standards.

Key Responsibilities:

• Deliver services that meet contractual Key Performance Indicators (KPIs).

• Understand and clarify customer requirements; use available resources to provide effective resolutions.

• Listen carefully to customer concerns, demonstrate empathy, and foster rapport.

• Greet customers in a courteous, professional, and friendly manner following established procedures.

• Maintain up-to-date knowledge of client products and services.

• Prepare accurate records, properly documenting account details.

• Participate in initiatives to improve customer satisfaction and overall business performance.

• Recommend additional products or services when appropriate.

• Track, document, and retrieve customer information using call tracking systems.

• Respond to inquiries by referencing published resources or escalating to senior staff when necessary.

Candidate Profile / Skills:

• Bachelor’s or diploma graduate with 3–6 months of relevant experience preferred.

• Proficient in Urdu and English (advanced level).

• Strong customer service orientation and courteous demeanor.

• Solid computer skills and familiarity with PC navigation.

• Effective written and verbal communication abilities.

• Detail-oriented, dependable, and capable of multi-tasking in a fast-paced environment.

• Flexible and adaptable to changing processes and tasks.

• Able to work independently and as part of a team.

• Patient and professional in all customer interactions.

• Willing to work rotating shifts as needed.

• Additional experience or skills may be required based on program or location.

Soft Skills:

• Empathy and active listening

• Problem-solving and decision-making

• Teamwork and collaboration

• Adaptability and resilience

Benefits / Perks:

• Opportunity to develop customer service expertise

• Work in a dynamic, supportive environment

• Exposure to client-focused business processes

Disclaimer:
The above statements outline the general nature and scope of this role and are not exhaustive of all duties or skills required. Concentrix is an equal opportunity employer and evaluates applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability, or any other legally protected characteristic.