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Zeus Advocates- May 28th in Managua, at Concentrix

Date Posted: 5/20/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Managua,
  • Job Type:
    Other
  • Experience:
    Not Specified
  • Date Posted:
    5/20/2018

Job Description


FAB ADVOCATE
 
Scope: Nicaragua
 
Overview:
Our FAB advocates are universal advocate and should be able to assist account management, family and billing scenarios.  By design we expect to deliver to the second group of advocates direct from the IVR/Skill the questions around accounts & billing. 
 
 
Key Accountabilities:
•       Assist those customers who choose “1” in the IVR that will be directed to Billing, Account Management and Family Advocates, all other selections go to Gaming advocates.
•       FAB advocates should be allowed to transfer to Gaming advocates for any technical questions.
•       Adapt and flex style according to customer personality, culture, and profile (i.e. customers' new to technology and experienced pros alike).
 
Key Responsibilities:
•       Able to ask strategic questions to uncover needs and deliver appropriate value-added recommendations for products/services that will solve customer problems.
•       Complete assigned training and certifications, or equivalent, to develop his or herself.
•       Follow standard processes and procedures as presented by Concentrix and the client
•       Establish quick rapport with a caller, instill confidence and demonstrate passion in meeting and exceeding customer’s expectations.
 
 
Requirements:
•       High school diploma or equivalent
•       6+ months of customer service or technical support experience in BPO industry is strongly preferred
o   8 pts.as minimum passing score on the Hiring Manager Interview Roleplays
•       Advanced English level
o   80% proficiency as minimum passing score on Moodle Zeus English assessment
o   B1 as the minimum passing score on SVAR English Assessments (Fluency, Pronunciation, Active Listening, Spoken English Understanding, Vocabulary and Grammar)
o   70% as minimum passing score on Moodle Reading and Comprehension assessment
•       Computer Proficiency
o   45 wpm as minimum passing score on Moodle Typing Test (1 minute) assessment. 35 wpm to be hired, 45 wpm before ending training stage
o   10 points as minimum passing score on Moodle “Chat Assessment”
 
•       Technical Test
o   80% as minimum passing score on Moodle “Gaming Test”
o   10 points as minimum passing score on Moodle Logical Reasoning Test
 
 
 
 
Key Skills
•       Empathy
o   Demonstrate awareness of customer’s feelings, needs and concerns.
o   Service oriented
 
•       Multitasking
o   Interact with the customer while navigating the available resources
o   Manage multiple programs at a time without losing focus on the required tasks
•       Communication
o   Ability to speak clearly, to stablish quick rapport with the caller, instill confidence and demonstrate passion in meeting and exceeding customer’s expectation

Job Requirements


FAB ADVOCATE
 
Scope: Nicaragua
 
Overview:
Our FAB advocates are universal advocate and should be able to assist account management, family and billing scenarios.  By design we expect to deliver to the second group of advocates direct from the IVR/Skill the questions around accounts & billing. 
 
 
Key Accountabilities:
•       Assist those customers who choose “1” in the IVR that will be directed to Billing, Account Management and Family Advocates, all other selections go to Gaming advocates.
•       FAB advocates should be allowed to transfer to Gaming advocates for any technical questions.
•       Adapt and flex style according to customer personality, culture, and profile (i.e. customers' new to technology and experienced pros alike).
 
Key Responsibilities:
•       Able to ask strategic questions to uncover needs and deliver appropriate value-added recommendations for products/services that will solve customer problems.
•       Complete assigned training and certifications, or equivalent, to develop his or herself.
•       Follow standard processes and procedures as presented by Concentrix and the client
•       Establish quick rapport with a caller, instill confidence and demonstrate passion in meeting and exceeding customer’s expectations.
 
 
Requirements:
•       High school diploma or equivalent
•       6+ months of customer service or technical support experience in BPO industry is strongly preferred
o   8 pts.as minimum passing score on the Hiring Manager Interview Roleplays
•       Advanced English level
o   80% proficiency as minimum passing score on Moodle Zeus English assessment
o   B1 as the minimum passing score on SVAR English Assessments (Fluency, Pronunciation, Active Listening, Spoken English Understanding, Vocabulary and Grammar)
o   70% as minimum passing score on Moodle Reading and Comprehension assessment
•       Computer Proficiency
o   45 wpm as minimum passing score on Moodle Typing Test (1 minute) assessment. 35 wpm to be hired, 45 wpm before ending training stage
o   10 points as minimum passing score on Moodle “Chat Assessment”
 
•       Technical Test
o   80% as minimum passing score on Moodle “Gaming Test”
o   10 points as minimum passing score on Moodle Logical Reasoning Test
 
 
 
 
Key Skills
•       Empathy
o   Demonstrate awareness of customer’s feelings, needs and concerns.
o   Service oriented
 
•       Multitasking
o   Interact with the customer while navigating the available resources
o   Manage multiple programs at a time without losing focus on the required tasks
•       Communication
o   Ability to speak clearly, to stablish quick rapport with the caller, instill confidence and demonstrate passion in meeting and exceeding customer’s expectation

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