What Does a Convergys Customer Service Representative Do?

Convergys is a global customer service and business process outsourcing company. They provide customer service, technical support, and sales support to companies around the world.

A Customer Service Representative at Convergys is responsible for providing excellent customer service to clients. This includes answering customer inquiries, resolving customer issues, and providing helpful information. They must also be able to handle difficult customer situations with patience and professionalism. Additionally, Customer Service Representatives must be able to multitask and work in a fast-paced environment.

Convergys Customer Service Representative Job Duties

A Convergys Customer Service Representative typically has a wide range of responsibilities, which can include:

• Provide excellent customer service to customers, responding to inquiries and resolving issues in a timely manner
• Utilize problem-solving skills to identify solutions for customer needs
• Maintain accurate records of customer interactions and transactions
• Follow up with customers to ensure satisfaction and resolve any outstanding issues
• Demonstrate strong product knowledge and understanding of company policies and procedures
• Remain current on all products, services, promotions, and pricing
• Provide feedback to management regarding customer service trends
• Participate in team meetings and training sessions as required
• Adhere to established call center metrics such as average handle time, quality assurance scores, and customer satisfaction ratings
• Handle escalated calls from customers in a professional and courteous manner
• Assist other departments when needed, including sales, technical support, and billing
• Monitor customer accounts for potential fraud or abuse

Convergys Customer Service Representative Salary

The salary for a customer service representative at Convergys is determined by a variety of factors, such as the individual’s experience and qualifications, the location of the job, and the company’s budget. Additionally, the company may also consider the current market rate for similar positions and the amount of competition for the job. All of these factors are taken into account when determining the salary for a customer service representative at Convergys.

• Median Annual Salary: $31,689 ($15.24/hour)
• Top 10% Annual Salary: $38,520 ($18.52/hour)

Convergys Customer Service Representative Job Requirements

To be hired as a Customer Service Representative at Convergys, applicants must have a high school diploma or equivalent. Previous customer service experience is preferred, but not required. Applicants must also have excellent communication and problem-solving skills, as well as the ability to work in a fast-paced environment. Additionally, applicants must be able to type at least 25 words per minute and have basic computer skills. Convergys also requires applicants to pass a background check and drug test prior to being hired.

Convergys Customer Service Representative Skills

Convergys Customer Service Representative employees need the following skills in order to be successful:

Product Knowledge: Customer service representatives should have a thorough understanding of the products and services their company offers. This ensures they can answer customer questions and address any concerns they may have. It’s important to stay up to date on any changes to your company’s products or services so you can provide customers with the most accurate information.

Problem Solving: Problem solving is the ability to identify and address issues. As a customer service representative, you may be the first point of contact for customers, so it’s important to be able to identify and address issues. You may also be responsible for identifying and correcting errors in the company’s system.

Active Listening: Active listening is the ability to hear and understand what a customer is saying. It’s important to listen to customers to understand their needs and provide them with the correct information. You can also use active listening to build rapport with customers and make them feel heard.

Data Entry: Data entry is the ability to type information into a computer. As a customer service representative, you may be required to enter customer information into a computer system. This includes names, addresses, phone numbers and other information. Data entry is a necessary skill for customer service representatives and can be a valuable skill to have in any office environment.

Computer Literacy: Computer literacy is the ability to use a computer and its associated software. As a customer service representative, you should be familiar with the company’s customer service software, as well as any other software you may use to complete your job duties.

Convergys Customer Service Representative Work Environment

Convergys customer service representatives typically work in a call center environment, taking incoming calls from customers and providing assistance with their inquiries. They may also be required to make outbound calls to customers to follow up on inquiries or to provide additional information. The work environment is usually fast-paced and stressful, as customer service representatives must be able to handle a high volume of calls and provide quick and accurate responses to customer inquiries. The hours are usually flexible, with shifts ranging from 8-hour days to 12-hour nights. Overtime may be required during peak periods.

Convergys Customer Service Representative Trends

Here are three trends influencing how Convergys Customer Service Representative employees work.

Customer Self-Service

Customer self-service is an emerging trend in customer service that allows customers to access information and services without the need for direct contact with a customer service representative. This technology can be used to provide customers with quick answers to their questions, as well as providing them with the ability to purchase products or services online.

For Convergys Customer Service Representatives, understanding this trend is important because it will allow them to better serve their customers by providing them with more efficient and effective solutions. Additionally, they will be able to use customer self-service tools to reduce costs associated with customer service operations.

Increased Automation

Automation is becoming increasingly important in customer service. Automated systems are being used to handle basic customer inquiries, freeing up customer service representatives to focus on more complex tasks. Automation also allows for faster response times and improved accuracy when dealing with customers.

Convergys customer service representatives need to understand how automation works and be able to use it effectively. They must also be aware of the potential pitfalls of automation, such as a lack of personalization or an inability to handle certain types of requests. By understanding these issues, Convergys customer service representatives can ensure that their customers receive the best possible experience.

Omnichannel Communication

Omnichannel communication is an emerging trend in customer service that allows customers to communicate with a company through multiple channels, such as phone, email, chat, and social media. This type of communication provides customers with more options for getting their questions answered quickly and efficiently.

For Convergys Customer Service Representatives, understanding omnichannel communication is important because it enables them to provide better customer service by responding to inquiries from any channel. It also helps them stay organized and keep track of customer interactions across all channels. Additionally, having the ability to respond to customers on multiple channels can help increase customer satisfaction and loyalty.

Advancement Prospects

Convergys customer service representatives may be able to advance their careers by taking on additional responsibilities or by taking on a supervisory role. Convergys offers a variety of career paths, including customer service, technical support, sales, and management. As customer service representatives gain experience, they may be able to move up to a higher-level customer service position, such as a customer service manager or a customer service director. They may also be able to move into a technical support role, such as a technical support specialist or a technical support manager.

Interview Questions

Here are five common Convergys Customer Service Representative interview questions and answers.

1. In your opinion, what is the most difficult part about being a customer service representative?

This question is an opportunity for you to show your problem-solving skills and ability to adapt. You can answer this question by explaining a challenging situation that you overcame in the past, or how you would handle it if it happened again.

Example: “The most difficult part of being a customer service representative is when customers are upset with us. I understand that sometimes we make mistakes, but I always try to be empathetic and helpful. In my last role, I had a customer who was very upset about a billing issue. I listened to their concerns and apologized for any inconvenience. Then, I explained our billing process and offered them a discount on their next bill.”

2. Customer service representatives often need to stay calm under pressure. Please provide an example of a time when you had to remain calm under stress.

This question is an opportunity to show the interviewer that you have experience with customer service and can remain calm under pressure. When answering this question, it can be helpful to think of a specific situation where you had to stay calm in order to help your customers or coworkers.

Example: “In my previous role as a customer service representative, I often worked on high-pressure days like Black Friday. One year, we were experiencing technical difficulties with our website during peak hours. Customers would call in asking why they couldn’t access certain pages, and I needed to explain that we were working on fixing the issue. I remained calm by taking deep breaths and reminding myself that I was doing everything I could to fix the problem.”

3. Describe a time when you were able to make improvements to a process that was not working.

This question can allow you to show your problem-solving skills and ability to adapt. When answering this question, it can be helpful to describe a specific situation where you were able to identify the issue, create a plan of action and implement that plan successfully.

Example: “At my previous job, I noticed that we had a lot of customers who would call in with questions about their accounts but then never called back after we answered their questions. This was causing our customer service representatives to spend more time on each call than they needed to because they had to repeat themselves multiple times. So, I created a system where if a customer asked a question, we would write down what they said and then email them a link to a page that explained everything they needed to know. This allowed us to save time on each call and helped ensure that all of our customers received the information they needed.”

4. Tell us why you want to work at Convergys.

This question is a great way for the interviewer to learn more about your interest in their company. They want to know what you like about Convergys and why you’re excited to work there. When preparing for this question, make sure to highlight any information that shows how much research you’ve done on the company.

Example: “I’m really interested in working at Convergys because of its reputation as one of the top customer service companies. I love helping people solve problems and providing solutions, so I think it would be a great fit for me. I also read an article recently about the company’s new training program, which sounds very interesting. I’d love to be part of something innovative.”

5. What would you say is the most challenging thing about using a CRM system like Salesforce?

This question can help the interviewer understand how you approach challenges and use your problem-solving skills. Your answer should show that you are willing to take on a challenge, but also highlight your ability to work with technology.

Example: “The most challenging thing about using Salesforce is learning all of its features. There are so many different things you can do within the system, and it takes time to learn them all. I would say my favorite part of working in customer service is helping customers solve their problems, so I am always eager to learn new ways to do this.”