Customer Service Representative (Bilingual: French/English)

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

Job Summary:
The Advisor I, Customer Service role provides direct support to clients by handling inquiries via inbound calls, outbound calls, or online channels, depending on client needs. This position focuses on resolving routine issues related to client products and services while ensuring a positive customer experience. The role is ideal for individuals with strong communication skills and a commitment to delivering high-quality service.

Key Responsibilities:

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

• Understand and clarify customer needs, using decision-support tools to provide accurate resolutions.

• Listen actively and demonstrate empathy, fostering rapport with customers.

• Greet customers professionally and courteously, following established procedures.

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

• Accurately document interactions and account information as required.

• Participate in initiatives to improve customer satisfaction and operational performance.

• Promote additional products and services when appropriate.

• Track and retrieve information in the call tracking system.

• Respond to inquiries by consulting published materials, secondary sources, or more experienced team members.

Candidate Profile / Required Skills:

• Bachelor’s degree or diploma in a related field.

• Proficiency in English and French (bilingual preferred).

• Strong computer skills and familiarity with PC applications.

• Excellent customer service orientation with courteous demeanor.

• Effective verbal and written communication skills.

• Dependable, detail-oriented, and able to multitask in a fast-paced environment.

• Flexible, adaptable, and able to work independently or as part of a team.

• Patience and professionalism in all customer interactions.

• Willingness to rotate shifts as required.

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

Soft Skills:

• Empathy and active listening

• Problem-solving and decision-making

• Team collaboration and adaptability

Benefits / Perks:

• Opportunity for professional development within Concentrix

• Exposure to diverse client programs and customer service experiences

• Supportive and inclusive work environment

Career Framework:
This is an entry-level role suitable for individuals with basic skills to perform routine tasks under close supervision. The position provides training on client-specific procedures and terminology, offering an opportunity to build foundational experience in customer service.

Equal Opportunity Statement:
Concentrix is committed to equal employment opportunities and evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, veteran status, disability, or any other legally protected characteristic.