Customer Support Representative

Concentrix Schweiz AG seeks a Junior Customer Support Representative for an on-site role in Switzerland. The position focuses on resolving client advertising product issues via email and chat while maintaining high service standards.

This entry-level position supports client advertising products by managing end-to-end troubleshooting and customer inquiries. The role operates under close supervision with established procedures, aiming to drive customer satisfaction and meet service level agreements.

Responsibilities

• Manage product troubleshooting and support requests through email and chat channels.
• Collaborate with Product Operations and Engineering teams to resolve complex queries.
• Monitor customer satisfaction metrics and manage case journeys to ensure quality service.
• Meet productivity targets and adhere to service levels to improve resolution times.
• Work with technical specialists to help advertisers understand product features and issues.
• Ensure all service delivery meets contractual Key Performance Indicators (KPIs).
• Use decision-support tools to clarify customer needs and provide accurate solutions.
• Demonstrate empathy and build rapport while listening to customer requirements.
• Greet customers professionally following agreed-upon procedures.
• Maintain up-to-date knowledge of client products and services.
• Prepare accurate work documentation and update account notes as required.
• Participate in initiatives aimed at improving business performance and customer satisfaction.
• Suggest additional products or services where appropriate.
• Track, document, and retrieve information using the call tracking database.
• Answer inquiries by consulting published materials, secondary sources, or senior staff.

Requirements

• High school diploma.
• Three to six months of relevant experience.
• Strong customer service orientation.
• Strong computer navigation skills and PC Knowledge.
• Ability to effectively communicate, both written and verbally.
• Dependable with strong attention to detail.
• Skilled in multi-tasking and ability to be flexible and adapt to changes quickly.
• Tolerance for repetitive work in a fast-paced, high production work environment.
• Ability to work as a team member, as well as independently.
• Demonstrate patience in all customer contact situations.
• Ability to rotate shifts, as needed.