Representative, Operations - Contact Center

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Job Role: Representative, Operations - Contact Center Company: Concentrix Job Location: Hyderabad, India Job Type: Full Time Job ID: R1367169 Concentrix Representative Operations Overview Concentrix is hiring Representatives for Operations in the Contact Center at Hyderabad. The role involves handling customer inquiries, resolving issues, maintaining service quality against KPIs, and providing professional support through phone or digital channels. Some positions may include content moderation which involves reviewing sensitive or explicit material. This is a classic contact center role with possible content moderation exposure. Suitable for graduates comfortable with rotational shifts, repetitive customer interactions and handling sensitive content if assigned. Not ideal if you prefer non-customer-facing or fixed daytime desk jobs. Roles and Responsibilities Ensure service delivered meets contractual Key Performance Indicators (KPIs) Clarify customer requirements, probe for understanding and use decision-support tools for resolution Listen attentively to customer needs and concerns while demonstrating empathy and building rapport Greet customers in a courteous, friendly and professional manner using agreed procedures Maintain basic knowledge of client products and services Prepare complete and accurate work including proper account notations Participate in activities to improve customer satisfaction and business performance Offer additional products or services when appropriate Track, document and retrieve information in call tracking database Respond to customer inquiries by referring to published materials or escalating when needed In content moderator roles: review and moderate text, picture and video content for violations including violence, extremism, pornography and other sensitive material Eligibility Criteria for Concentrix Representative Operations Must-Have Requirements Graduate or Undergraduate in any discipline Courteous with strong customer service orientation Strong computer navigation skills and PC knowledge Ability to communicate effectively in both written and verbal English Dependable with strong attention to detail Skilled in multi-tasking and able to adapt to changes quickly Tolerance for repetitive work in a fast-paced, high production environment Ability to work as a team member as well as independently Demonstrate patience and maintain a pleasant professional tone Ability to rotate shifts as needed Preferred Skills Strong probing and problem-solving skills Ability to handle complex customer queries independently Confirm customer understanding of solutions and provide additional education when needed Flexibility for shift work including nights or weekends based on program requirements Concentrix Selection Process 1. Online Application & Resume Shortlisting 2. Communication / Voice Assessment 3. HR / Operations Interview 4. Offer Discussion How to Apply for Concentrix Representative Operations Official Apply Link: https://jobs.concentrix.com/job/?id=R1367169 Documents Required: Updated resume highlighting education, customer service experience if any, English communication skills and willingness for shift work FAQs for Concentrix Representative Operations Role Who can apply? Graduates or undergraduates from any discipline with good English communication, customer service orientation and computer skills. Is this suitable for freshers? Yes. The role is open to fresh graduates and those with limited experience. Work Mode? Office-based in Hyderabad. Rotational shifts are required. Core Focus? Customer support in a contact center environment. Some roles involve content moderation of sensitive material (text, images, videos). Note on Content Moderation: If assigned to content moderation, the work includes reviewing potentially explicit or sensitive content related to violence, extremism, pornography and other violations of platform policies. About Concentrix Concentrix is a global customer experience and technology company that designs, builds and runs end-to-end solutions across industries. The company focuses on improving customer interactions and business performance for its clients.