About the Company
Concentrix is a leading global provider of customer experience (CX) solutions and technology, driving CX transformation for some of the world’s best brands. With a presence in over 40 countries, we are committed to helping clients connect with their customers through innovative strategies and dedicated service. We believe in fostering a dynamic and inclusive work environment where every team member can thrive and contribute to our shared success.
Job Description
Are you a highly motivated problem-solver with a passion for delivering exceptional customer experiences? Concentrix is seeking a Resolution Expert to join our high-energy team in St. John’s, NL. In this critical role, you will be the frontline hero, skillfully navigating complex customer inquiries, resolving issues, and ensuring customer satisfaction. If you thrive in a fast-paced environment, possess excellent communication skills, and are driven by a desire to exceed expectations, we want to hear from you. This is an on-site position offering top pay for top talent and a chance to make a real impact on our customers’ journey.
Key Responsibilities
- Manage a high volume of inbound customer inquiries via phone, email, and chat with professionalism and efficiency.
- Proactively identify and assess customer needs to provide accurate information and effective solutions.
- Investigate and resolve complex customer complaints and issues, escalating to specialized teams when necessary.
- Document all customer interactions and resolutions accurately in the CRM system.
- Collaborate with internal departments to ensure seamless service delivery and problem resolution.
- Maintain a high level of product and service knowledge to assist customers effectively.
- Contribute to a positive team environment by sharing knowledge and best practices.
- Adhere to all company policies, procedures, and service level agreements (SLAs).
Required Skills
- Minimum 2 years of experience in a customer service or call center environment.
- Exceptional verbal and written communication skills.
- Proven ability to de-escalate difficult situations and handle challenging customers with empathy and professionalism.
- Strong problem-solving and critical-thinking abilities.
- Proficiency with CRM software and general computer applications.
- Ability to work effectively in a high-volume, fast-paced setting.
- Demonstrated ability to work independently and as part of a team.
- Flexibility to work various shifts, including evenings and weekends, as required.
Preferred Qualifications
- Post-secondary education in a relevant field.
- Experience with specific industry-related software or platforms.
- Previous experience as a Resolution Specialist or similar advanced customer support role.
- Bilingualism (English and French) is an asset.
Perks & Benefits
- Competitive salary with opportunities for performance bonuses.
- Comprehensive health, dental, and vision insurance.
- Paid time off and holiday pay.
- Retirement savings plan (e.g., RRSP matching).
- Extensive training and development programs.
- Opportunities for career advancement within a global company.
- Dynamic and supportive work environment.
- Employee assistance program (EAP).
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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