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Concentrix is a leading global provider of customer experience and business solutions.
The company serves top clients across industries including technology, retail, finance, healthcare, travel, and more.
Concentrix focuses on delivering excellent customer engagement, digital transformation, and operational support.
With offices worldwide, Concentrix is recognized for innovation, quality, and employee growth.
The Hyderabad location is a key delivery center for global clients.
Job Description Overview
This position is for Representative, Operations in Customer Service and Support.
The role involves handling inbound and outbound calls, chats, emails, and online support.
The representative will work closely with customers to resolve queries, provide solutions, and deliver a positive experience.
The position also includes basic technical support, depending on client requirements.
The role is suitable for fresh graduates, undergraduates, or experienced candidates with good communication skills.
Key Responsibilities
- Handle customer queries with professionalism and courtesy.
- Provide solutions to routine problems related to products and services.
- Listen attentively to customer needs and concerns.
- Maintain records and document customer interactions.
- Use tools and resources to deliver accurate resolutions.
- Meet or exceed defined Key Performance Indicators (KPIs).
- Greet customers in a friendly and professional manner.
- Offer additional services or products where relevant.
- Escalate complex issues when necessary.
- Ensure customer satisfaction with each interaction.
Daily Tasks
- Answer incoming calls and respond to chat or email requests.
- Clarify customer requirements and provide correct solutions.
- Notate accounts with accurate details after each interaction.
- Demonstrate empathy while handling sensitive queries.
- Follow standard operating procedures while assisting customers.
- Track and retrieve data in the company system.
- Participate in training and performance improvement activities.
- Maintain basic knowledge of products and services offered by the client.
- Support business initiatives designed to enhance service quality.
- Deliver customer education where required.
Skills Required
- Strong communication skills, both written and verbal.
- Good computer navigation and system knowledge.
- Ability to multitask in a fast-paced environment.
- Strong problem-solving and probing skills.
- Patience and empathy while dealing with customers.
- Flexibility to work in rotational shifts.
- Team-oriented mindset with the ability to work independently.
- Attention to detail and dependability.
- Customer service orientation with a professional attitude.
- Adaptability to frequent process changes.
Candidate Profile
- Graduate or undergraduate in any discipline.
- Fresher or experienced candidates are eligible.
- Courteous and customer-focused behavior.
- Ability to manage repetitive tasks with accuracy.
- Tolerance for working in high-volume environments.
- Professional tone in all communication.
- Openness to learning and continuous skill development.
- Strong interpersonal skills for team collaboration.
- Proficiency in English and regional languages is an advantage.
- Willingness to work flexible hours and shifts.
Training and Development
- Concentrix provides structured training programs for all new hires.
- Training includes communication skills, product knowledge, and customer handling.
- Technical support representatives will undergo additional training in troubleshooting.
- The company ensures employees are fully prepared before engaging with customers.
- Continuous learning opportunities are available through e-learning and workshops.
- Supervisors provide regular feedback and coaching.
- Career growth is supported with leadership and skill-building programs.
- Employees can explore internal mobility across different roles and departments.
- Mentorship opportunities are available for high-performing employees.
- Professional certifications are encouraged for skill advancement.
Work Environment
- The Hyderabad office provides a modern and collaborative workspace.
- Employees have access to advanced technology systems.
- The environment is fast-paced, dynamic, and customer-centric.
- Team culture emphasizes support, respect, and collaboration.
- Performance is recognized and rewarded fairly.
- The office promotes diversity and inclusion at every level.
- Employees are encouraged to share feedback for continuous improvement.
- Break areas and facilities are available for comfort.
- Events and engagement activities create a positive work-life balance.
- Health and safety measures are strictly followed at the workplace.
Benefits of Working with Concentrix
- Competitive salary package.
- Performance-based incentives.
- Health and wellness benefits.
- Paid training programs.
- Opportunities for career growth.
- Positive and inclusive work culture.
- Rotational shifts with flexibility.
- Employee recognition programs.
- Safe and modern workplace infrastructure.
- Continuous learning and upskilling opportunities.
Frequently Asked Questions (FAQ)
Q1: Who can apply for this job?
Any graduate, undergraduate, fresher, or experienced candidate with good communication skills can apply.
Q2: What is the job location?
The position is based in Hyderabad, India.
Q3: Is prior experience required?
No, freshers are welcome. Prior experience is an added advantage.
Q4: What shifts are available?
Rotational shifts are applicable, including night shifts.
Q5: What is the mode of work?
It is primarily an on-site role at the Hyderabad office.
Q6: Is training provided?
Yes, Concentrix provides complete training before you start.
Q7: What skills are important?
Communication skills, problem-solving, empathy, and computer knowledge are key skills.
Q8: Is this a permanent role?
Yes, it is a full-time permanent position.
Q9: What is the career path?
You can grow into team leader, trainer, quality analyst, or manager roles.
Q10: How to apply?
Apply online through the official Concentrix website.
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