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

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.

Career growth and personal development

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.

What you will do in this role

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.

Concentrix is a great match if you:

• 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

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

Mission:  

We will be the greatest customer engagement services company in the world, rich in diversity and talent. We will get there by embracing our culture.

About Concentrix:  

We’re a company like no other. We are fanatical about our staff and are constantly helping them grow and achieve their career goals. We are a global workplace that offers YOU infinite possibilities!

Company Overview:  

In a world full of average, we stand out. We believe experience is everything. Period.  To achieve outstanding results, we’re disrupting the market by being absolutely obsessed with making our clients’ businesses better. We bring together the brightest and most creative minds in business, cutting-edge technology solutions, proven design thinking expertise and exceptional customer experience centers. Our clients notice the difference too… in increased customer loyalty, improved business performance and differentiation in their markets. As a diverse, global organization, we have unconventionally fresh ideas and deliver extraordinary customer experiences for more than 450 of the world’s best brands. Concentrix. A passionate company powered by passionate people.