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Concentrix Incorporated

Customer Care Specialist

2014/01～

What is a customer service representative?
A customer service representative supports customers by providing helpful information, answering questions, and responding to complaints. They’re the front line of support for clients and customers and they help ensure that customers are satisfied with products, services, and features.

What are the duties of a customer service representative?
Customer service duties and responsibilities generally include answering phone calls and emails, responding to customer questions and complaints, and walking customers through basic troubleshooting or setup processes. In the case of a sales customer service representative, customer service duties and responsibilities will include selling products and service to clients and processing payments.

Concentrix Incorporated

Escalations Manager

2018/01～ 2018/11

An Escalation Manager is responsible for providing proactive monitoring and customer escalation management and in support of our customers with their product needs. This role will act as a liaison and coordinate internal efforts to obtain issue resolution for reported escalated issues that have a significant impact on the business relationship or affect productivity. He is also responsible in developing and monitoring dashboards for trends to reduce the amount of escalations and improve customer satisfaction.

Concentrix Incorporated

Quality Anlyst

2018/11～

Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of customer care specialists who deal with existing and potential customer. He monitors inbound and outbound calls and email responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. He assists in developing, creating and implementing quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer experience.