About the Company
Concentrix is a leading global provider of customer experience (CX) solutions and technology, driving customer engagement and business performance for many of the world’s best brands. We are dedicated to creating a diverse and inclusive environment where our people can thrive and make a real impact.
Job Description
Are you a proactive problem-solver with a passion for delivering exceptional customer experiences? Concentrix is seeking a dynamic and driven Resolution Expert to join our high-energy team in Downtown Calgary. In this pivotal role, you will be the frontline advocate for our clients’ customers, meticulously addressing complex inquiries and ensuring swift, effective resolutions. This is an opportunity to immerse yourself in a fast-paced environment where your critical thinking, communication skills, and commitment to excellence will be highly valued and rewarded with top-tier compensation. If you thrive under pressure and are eager to contribute to a world-class customer service operation, we encourage you to apply!
Key Responsibilities
- Manage a high volume of complex customer inquiries via multiple channels (phone, email, chat), ensuring timely and accurate resolution.
- Investigate and diagnose customer issues, often requiring in-depth analysis and collaboration with internal departments.
- Communicate clear, concise, and empathetic solutions to customers, managing expectations and de-escalating challenging situations.
- Document all interactions and resolutions accurately within CRM systems.
- Identify trends in customer issues and contribute to process improvement initiatives.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Continuously enhance product/service knowledge to provide comprehensive support.
- Provide feedback and insights to supervisors regarding customer challenges and potential solutions.
Required Skills
- Exceptional verbal and written communication skills.
- Proven problem-solving and analytical abilities.
- Strong active listening and empathy.
- Ability to work effectively in a high-pressure, fast-paced environment.
- Proficiency with CRM software and general computer applications.
- Excellent time management and organizational skills.
- Conflict resolution and de-escalation techniques.
- Customer-focused mindset with a commitment to service excellence.
Preferred Qualifications
- Previous experience in a customer service, call center, or technical support role.
- Experience with complex issue resolution in a BPO or enterprise environment.
- Familiarity with specific industry products or services (e.g., telecommunications, finance, tech support).
- Post-secondary education or equivalent professional training.
Perks & Benefits
- Competitive salary with performance-based incentives.
- Comprehensive health, dental, and vision benefits.
- Paid time off and holiday benefits.
- Opportunities for career growth and professional development.
- Dynamic and supportive work environment.
- Employee assistance program.
- Convenient downtown location with access to public transport.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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