Representative, Operations

Concentrix is a global technology and services leader that powers some of the world’s most recognizable brands. With a presence in over 70 countries, the company blends human‑centered design, data‑driven insights and cutting‑edge technology to deliver end‑to‑end solutions across digital, AI, and customer experience domains. Its culture emphasizes continuous learning, diversity, and a collaborative environment where employees can experiment, innovate, and grow.

Concentrix’s operations hubs in India, especially in Hyderabad, serve as critical delivery centers for client‑facing services ranging from technical support to sales enablement.

The Representative – Operations role is an entry‑level customer service position that acts as the first point of contact for clients’ customers. The incumbent will handle inbound and outbound calls, emails, and chat interactions, providing product information, troubleshooting technical issues, and ensuring that service level agreements (SLAs) and key performance indicators (KPIs) are met. The job is ideal for fresh graduates who possess strong communication skills, a customer‑first mindset, and the ability to work in a fast‑paced, shift‑based environment.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat, delivering accurate and timely solutions.
• Clarify customer requirements, probe for details, and use decision‑support tools to resolve issues.
• Demonstrate empathy, maintain a courteous tone, and build rapport throughout each interaction.
• Maintain up‑to‑date knowledge of client products and services to provide informed assistance.
• Accurately document all interactions in the call‑tracking database, ensuring proper notation of accounts.
• Meet or exceed contractual KPIs such as average handling time, first‑call resolution, and customer satisfaction scores.
• Identify opportunities to cross‑sell or upsell additional products and services where appropriate.
• Participate in continuous improvement initiatives, sharing feedback to enhance processes and customer experience.
• Adhere to shift schedules, including night and weekend rotations, to support 24/7 operations.
• Escalate complex or unresolved issues to senior staff or specialized teams as needed.

Tech Stack & Tools: The role primarily uses CRM platforms (e.g., Salesforce, Zendesk), ticketing systems, Microsoft Office Suite, and basic troubleshooting utilities. Familiarity with Windows OS, internet browsers, and remote‑desktop tools is essential.

Growth Path: Starting as a Representative, high performers can progress to Senior Representative, Team Lead, Operations Supervisor, and eventually into specialized roles such as Quality Analyst, Process Trainer, or Account Manager. Concentrix invests heavily in internal training, certifications, and mentorship programs to accelerate career growth.

Why Join Concentrix? Employees enjoy exposure to global brands, a structured learning ecosystem, and a supportive work culture that rewards performance. The company’s emphasis on work‑life balance, flexible shift options, and employee wellness programs make it an attractive destination for fresh talent seeking a stable yet dynamic career in the BPO and customer experience industry.