Remote Bilingual Korean Case Manager

Job Title:

Remote Bilingual Korean Case Manager

The Advisor II, Technical Support responds to basic to complex inquiries of a technical nature including hardware/software, or other designated client products. This position assists external/internal users of the client's technical products or services by answering questions and solving problems involved in their use.

Concentrix is an award-winning global company, recognized for our culture, diversity, leadership, and innovation. We help the world’s best brands to improve their businesses and better connect with their customers. Concentrix is growing, and we are looking for talented, compassionate people who are as fanatical about providing exceptional experiences as we are!

We are growing our team of case managers. This is a great opportunity for you to build a successful customer experience career.

What will you do in this role?

As a case manager on the Delivery Team at Concentrix, you will:

• Review and manage parts-related escalations and ensure appropriate communication with dealer and customer through resolution
• Collect information and conduct assessments on eligibility for goodwill spending in alignment with client guidelines.
• Stay current with center procedures, product information and online resource tools.
• Respond to detailed product questions on the brand.
• Regularly and professionally interface with client to review current concerns.
• Capture CRM information for future marketing campaigns that are relevant and valuable to the consumers.
• Communicate in written form (email/text chat) with consumers regarding products and programs supported
• Define consumer needs by asking relevant Customer Relationship Management (CRM)/product questions.
• Provide incident reporting and ongoing feedback and observations for corporate analysis and process enhancements.
• Ensure case is documented and tracked for future follow up or audit.
• Collaborate with the customer, dealership, or field support team to gather necessary details supporting the customer escalation.
• Effectively communicate internal review outcomes for out-of-warranty repairs to customers.
• Be responsible for the timely response to escalated cases.
• Create and maintain goodwill trackers to ensure appropriate goodwill is being offered to customers.
• Review case details and assists with the coordination of services and support to resolve the customer escalation.
• Foster and promote the spirit of teamwork while working with dealerships and field support teams.

Who You Are:

As a case manager your empathy, integrity, knowledge and unique compassionate style will bring value with every interaction. You also have:

• A high school diploma or GED (General Education Development) and be at least 18 years of age.
• The ability to be clear and concise with the English and Korean spoken language
• A smartphone which is required for security verification.
• A quiet, distraction-free location to work from in your residence.
• Great customer service skills, computer and internet savvy, and comfort operating in several applications simultaneously.
• Your own high-speed internet (satellite and wireless hotspots are not approved), both of which will be tested and retested as needed as part of the application process.
• Prior experience in automotive industry and customer service with a minimum requirement of 1 year in a voice customer-facing role.

What’s in it for you?

We invest in our people and teams for ongoing personal and career development so each career path is meaningful. In this role, you will be provided with:

• All equipment
• The opportunity to work from the comfort of your home
• Paid training
• A diverse, global organization full of innovative, friendly people to bounce ideas off, learn from and grow with
• Referral bonuses
• We offer a group savings and retirement plan as an important component of your total rewards package. We have a combined Registered Retirement Savings Plan (RRSP) and Deferred Profit-Sharing Plan (DPSP). You can enroll in the plan on the first of the following month after 3 months of continuous employment. There is no limit to the amount you can contribute. After one year of service, Concentrix will contribute an amount equal to 50% of your contributions, to a maximum of 3%, into the DPSP plan Anything above 6% will go into the Voluntary RRSP
• World Clean-up Day, #MyOneEarthPromise and other opportunities to support our communities and world
• The opportunity to shine in and grow your career with clear paths for development – we invest in you!
• Canada benefits – We have medical, dental, vision and EAP (Employee Assistance Program) for which you are eligible on the first day of the following month after three months of consecutive employment. We have single, couple and family coverage you can choose from depending on your needs
• Trained wellness partners to support you as well as wellness training opportunities
• Mentorship programs to help you create the strong foundation to a rewarding career
• Networking and leadership opportunities with Staff Resource Groups such as Network of Women, Black Professionals Network, Pride, and Ability.
• Customer Service Week activates
• Wellness activities
• The satisfaction of helping others every day
• Global citizenship, sustainability and team event opportunities that help you make a difference in your community and beyond!
• Remote Fun Events that celebrate Holidays, Theme days such as Beach Days, Hat Day, etc.

Together, let’s do something great!

If you find yourself smiling right now and this feels like the perfect next step in

your career, we want to hear from you! Apply today and find out why 270,000+ people around the globe choose to call Concentrix home.

We are proudly one team, one company, ‘One Concentrix’ and we invite you to join us!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Learn more:

Canada

Concentrix on Facebook | Concentrix on Instagram | www.concentrix.com

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. These are not intended to be a comprehensive list of all responsibilities, duties or skills.

Learn more:

@ConcentrixCAN / @ConcentrixUSA on Facebook & Instagram | www.concentrix.com

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. These are not intended to be a comprehensive list of all responsibilities, duties, skills, or working conditions.

Location:

CAN, AB, Work-at-Home

Language Requirements:

Korean (Required)

Time Type:

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