Representative, Operations

Responsibilities

• ✓Handle inbound and/or outbound customer calls, emails or chats depending on the assigned client account
• ✓Ensure service delivery meets contractual Key Performance Indicators (KPIs) consistently
• ✓Clarify customer requirements and use decision-support tools to resolve issues appropriately
• ✓Maintain accurate, complete case notes and account documentation in the call tracking database
• ✓Offer additional products or services to customers where relevant during interactions
• ✓Escalate complex or unresolved inquiries to more senior staff following defined procedures
• ✓If assigned to content moderation, review flagged content against client platform policies for violations
• ✓Participate in initiatives aimed at improving overall customer satisfaction and business performance

Who You Are

• ✓Hold a graduate or undergraduate degree in any discipline (requirements may vary by specific job assignment)
• ✓Show strong customer service orientation with a courteous, professional communication style
• ✓Have strong computer navigation skills and general PC knowledge
• ✓Communicate effectively in both written and verbal English
• ✓Show dependability with strong attention to detail in documentation and case handling
• ✓Be able to multi-task and adapt quickly to changing procedures or client requirements
• ✓Tolerate repetitive work in a fast-paced, high-production environment
• ✓Be willing to rotate shifts as required by the assigned account

Nice-To-Haves

• ✓Prior experience in a voice-based customer service or technical support role
• ✓Strong probing and independent problem-solving skills for handling complex customer queries
• ✓Comfort working both independently and as part of a team depending on account needs
• ✓Psychological resilience if being considered for a content moderation assignment specifically

About Concentrix

Concentrix is a global technology-enabled business services company operating in more than 70 countries, helping some of the world's leading brands improve customer experience. It provides customer support, technical support, digital solutions, and business process services across industries including communications, retail and healthcare. The company was founded in 1983 and made the Fortune 500 list in 2025.