Subject Matter Expert (Danish - speaking) - On-site TR02

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Job Description

Are you looking for what’s next? We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. 

If you’re looking to grow and be inspired, as a Subject Matter Expert in Barcelona (on-site), you will be part of our team of game-changers who are powering the brands of the future in tech where you will drive the sales cycle, nurture client relationships and showcase your expertise in advanced cloud technologies. 

This is a great opportunity to experience the power of what’s next and develop “friends for life” at the same time. We’ll give you all the training, cutting-edge technologies, and the continuing support you’ll need to succeed. 

In everything we do, we believe in doing right by and for people – our clients, their customers, our people, our community, and our planet. 

As a Subject Matter Expert on our team, you will: 

- Maintain up-to-date knowledge of company products, services, and customer support processes
- Assist in the development of training materials, FAQs, and knowledge base articles
- Collaborate with cross-functional teams (Operations, Training, Quality, and Product) to improve processes and customer experience
- Monitor and assist with daily team performance, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are met
- Conduct, coaching sessions, and performance feedback discussions as needed
- Assist in shift scheduling, workforce planning, and real-time queue management

- Conduct reviews and calibrations of quality audits performed by the client's in-house team
- Identify trends and gaps in performance and recommend process improvements
- Assist in implementing quality improvement initiatives to enhance customer satisfaction

- Conduct skill-building workshops to enhance agent knowledge and efficiency
- Track and analyze agent performance metrics, quality scores, and customer feedback.
 

We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are. 

- Are bilingual or proficient in Danish plus fluent in English 

- Have strong leadership skills, with the ability to mentor and guide a team
- Have in-depth knowledge of customer service best practices and call center operations
- have experience with quality monitoring tools and methodologies
Have excellent analytical, problem-solving, and decision-making skills
- Have the ability to work in a fast-paced, dynamic environment and manage multiple priorities.
Have proficiency in CRM software, ticketing tools, and contact center reporting systems

We challenge conventions to deliver outcomes unimagined by creating customer experiences that go beyond WOW. That’s why we significantly invest in our people, our infrastructure, and our capabilities to ensure long-term success for our teams, our customers, and YOU. 

In this role, we offer benefits that help support your unique lifestyle: 

- Salary package: base salary of 20,484 euros gross/year + up to 1,000 euros bonus gross/year and private medical insurance
- Full-time 39h/week, permanent contract: Monday to Friday, from 09:00 to 18:00
- Full paid training for the company and the products you will be working on
- A modern office in Barcelona

At Concentrix, we invest in our game-changers because we know that when our people thrive, our clients and their customers thrive. 

If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 440k+ game-changers around the globe call Concentrix their “employer of choice.” 

Concentrix is an equal opportunity employer 

We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws. 

R1675351

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