Customer Service Representative at Mphasis | India
Mphasis, a leading IT services and digital transformation company, is actively recruiting freshers for the role of Customer Service Representative across India in 2026. This is an excellent opportunity for recent graduates and early-career professionals to launch their careers in customer-facing IT operations. As a Customer Service Representative at Mphasis, you’ll interact with clients, resolve queries, manage tickets, and contribute directly to customer satisfaction in a global IT services environment. Whether you’re a B.Tech graduate or a fresh M.Tech, this role offers structured onboarding, exposure to enterprise client interactions, and a clear path into IT service delivery. Join thousands of fresher hires who have grown within Mphasis. For daily job alerts and exclusive opportunities like this, join our WhatsApp and Telegram channels—links are below.
Table of Contents
- Job Details
- About Mphasis
- Job Description
- Eligibility Criteria
- Key Responsibilities
- Required Skills
- Who Can Apply
- How to Prepare
- Frequently Asked Questions
- How to Apply
- Stay Updated — Free Job Alerts
- Disclaimer
Job Details
| Field | Value |
|---|---|
| Company | Mphasis Limited |
| Job Title / Role | Customer Service Representative |
| Qualification | As per company standards |
| Experience | Freshers (0 years) |
| Salary / CTC | As per company standards |
| Location | India (Multiple locations) |
| Work Model | As per company standards |
| Job Type | Full-time |
| Application Deadline | As per company standards |
About Mphasis
Mphasis Limited is a leading global Information Technology (IT) services and digital transformation company headquartered in Bangalore, India. With over two decades of industry experience, Mphasis serves Fortune 500 companies and mid-market enterprises across sectors including BFSI, telecom, healthcare, retail, and manufacturing. The company is known for its customer-centric approach, innovative solutions, and commitment to employee development. Mphasis operates across multiple geographies and maintains a strong presence in India with significant delivery centers. The company’s focus on quality, agility, and continuous learning makes it an ideal workplace for freshers seeking structured career growth in IT services. For freshers, Mphasis offers comprehensive onboarding, mentorship programs, and clear career progression pathways.
Job Description
The Customer Service Representative role at Mphasis is an entry-level position designed to provide support and assistance to clients utilizing Mphasis services and solutions. As a Customer Service Representative, you will be the first point of contact for client inquiries, technical issues, and service requests. Your primary responsibility will be to understand client needs, troubleshoot problems, and escalate complex issues to appropriate teams while maintaining high satisfaction standards.
In this role, you’ll work within a structured customer support environment, handling inbound calls, emails, and chat inquiries from enterprise clients. You’ll document customer interactions in ticketing systems, follow service level agreements (SLAs), and contribute to first-contact resolution metrics. The position offers exposure to IT service delivery, client relationship management, and operational excellence—all critical for career growth in IT services.
This is an excellent starting point for freshers who are detail-oriented, customer-focused, and interested in understanding how IT services organizations operate. You’ll gain practical experience in client communication, problem-solving, and IT operations, which can lead to advancement into senior support roles, technical support, or other IT career paths within Mphasis.
Eligibility Criteria
- Education (Mandatory): Bachelor’s degree (B.Tech / B.Sc / BCA / B.Com or equivalent) or Master’s degree (M.Tech / MCA or equivalent)
- Experience (Mandatory): Fresher (0 years of professional experience); recent graduates and those who completed graduation within the last 1-2 years
- Communication Skills (Mandatory): Clear verbal and written communication in English; ability to interact professionally with clients
- Technical Aptitude (Preferred): Basic understanding of IT concepts, troubleshooting mindset, or prior exposure to customer support
- Availability (Mandatory): Willing to work in shifts, including early mornings and evenings, as per customer support requirements
- Additional Requirements (Preferred): Customer service experience from internships or projects; familiarity with ticketing systems or CRM tools; multi-lingual abilities
Key Responsibilities
- Handle inbound customer inquiries via phone, email, and chat with professionalism and empathy
- Understand customer issues, gather relevant information, and document interactions accurately in ticketing systems
- Troubleshoot basic technical and service-related problems and provide timely resolutions
- Meet service level agreements (SLAs) for response and resolution times
- Escalate complex or unresolved issues to technical teams or senior support personnel with clear documentation
- Follow company procedures, quality standards, and customer support policies consistently
- Provide accurate product and service information to customers to enhance their understanding
- Maintain a professional demeanor and positive attitude during customer interactions, even when handling difficult situations
- Contribute to team performance metrics, including call resolution rates, customer satisfaction scores, and adherence targets
- Participate in knowledge-sharing sessions and continuous learning to enhance product and process knowledge
Required Skills
- Communication Skills — Crystal-clear English (verbal and written); ability to explain technical concepts in simple language to non-technical clients
- Active Listening — Understanding customer needs fully before providing solutions; empathetic interaction style
- Problem-Solving — Logical approach to troubleshooting; ability to think step-by-step through customer issues
- Ticketing System Knowledge — Ability to quickly learn and work with tools like ServiceNow, Jira, or similar customer service platforms
- Patience and Empathy — Handling customer frustration professionally; maintaining composure under pressure
- Attention to Detail — Accurate documentation of issues, solutions, and customer interactions for audit and follow-up
- Time Management — Balancing multiple customer inquiries while adhering to SLAs and deadlines
- Basic IT Knowledge — Familiarity with Windows/Linux basics, network concepts, or common software troubleshooting will be advantageous
- Customer Orientation — Genuine desire to help clients; proactive attitude toward customer satisfaction
- Adaptability — Willingness to learn new tools, processes, and systems quickly in a dynamic environment
Who Can Apply
This role is ideal for freshers and recent graduates from any discipline (B.Tech, M.Tech, BCA, B.Com, B.Sc, or equivalent). You should be someone who is passionate about customer service, comfortable with technology, and eager to build a career in IT services. This position is particularly suited for candidates who:
- Recently graduated (within the last 1-2 years) or are about to complete their degree
- Have strong communication and interpersonal skills
- Are willing to work in a shift-based environment
- Want exposure to enterprise IT operations and client interaction
- Have basic IT knowledge or are quick learners when it comes to technical concepts
- Are looking for a structured entry into IT services as a career foundation
- Can demonstrate reliability, professionalism, and a customer-first mindset
How to Prepare
- Brush Up on Communication Skills: Practice clear, professional English in both spoken and written forms; watch customer service videos on platforms like YouTube to understand best practices in handling client calls
- Learn Basic IT Concepts: Familiarize yourself with common IT issues: network connectivity problems, software installation, user account management, password resets, and basic troubleshooting methodologies
- Study Ticketing System Basics: Explore free trials or tutorials for ServiceNow, Jira, or similar tools; understand the concept of issue tracking, ticket lifecycle, and status updates
- Practice Problem-Solving Scenarios: Prepare for likely customer scenarios: “I can’t reset my password,” “My internet is not working,” “Software is crashing”; think through logical troubleshooting steps
- Review Customer Service Best Practices: Research ITIL basics (v3 or v4 fundamentals), SLA concepts, and first-contact resolution strategies
- Develop Patience and Empathy: Role-play difficult customer scenarios with friends or mentors; practice maintaining composure when handling complaints
- Prepare Your Resume for the Role: Highlight any customer-facing experience (retail, internships, projects), communication achievements, and IT-related coursework or certifications
- Mock Interview Prep: Prepare answers to common CSR interview questions: “Tell us about a time you handled a difficult customer,” “How do you stay calm under pressure?” and “Why do you want to work in customer service?”
- Learn About Mphasis: Research the company’s services, clients, and IT solutions; understand why Mphasis is a leader in IT services
- Practice Active Listening: In daily conversations, focus on fully understanding the other person before responding; take notes to improve retention
- Familiarize Yourself with Common Abbreviations: Learn IT/business terms: SLA, CRM, SOP, Escalation, Ticket, Resolution, etc.
- Prepare for Shift Work Expectations: Clarify your availability and comfort with early morning, evening, or night shifts; customer support in IT services often requires round-the-clock coverage
Frequently Asked Questions
What exactly does a Customer Service Representative do at Mphasis?
A Customer Service Representative at Mphasis handles inbound customer inquiries through phone, email, and chat. You’ll troubleshoot issues, document interactions in ticketing systems, meet SLAs, and escalate complex problems to technical teams. The role focuses on providing timely, professional support to enterprise clients using Mphasis services.
Am I eligible if I’m a fresher with no work experience?
Yes, absolutely. This role is specifically designed for freshers. You need a Bachelor’s degree (B.Tech, BCA, B.Com, etc.) or a Master’s degree, but no prior work experience is required. Recent graduates and those who completed their degree within the last 1-2 years are encouraged to apply.
What is the salary for this position?
The exact salary details are not disclosed in the public job posting and will be as per Mphasis’s compensation standards for freshers. Typically, fresher CSR roles at IT services companies in India offer competitive salaries commensurate with qualifications and market standards. You can expect details during the offer stage or on the company’s official careers portal.
Do I need prior customer service experience?
No, prior customer service experience is not mandatory for freshers. However, if you have internship experience, part-time roles in retail, or project-based customer interaction, that will strengthen your application. What’s more important is strong communication skills, a customer-first attitude, and willingness to learn.
Is this role only for IT graduates like B.Tech/MCA?
No. While B.Tech and M.Tech are common educational backgrounds, the role is open to graduates from any discipline: B.Com, BCA, B.Sc, MCA, or equivalent degrees. Mphasis values attitude and communication skills alongside education; the technical knowledge required can be learned on the job with proper training.
Will I be required to work in shifts?
Yes, customer service in IT operations often requires shift-based work, including early mornings, evenings, and potentially night shifts, to support global clients across different time zones. Confirm your availability and comfort with shift work before applying.
How long is the recruitment process?
The Mphasis recruitment process typically includes: online aptitude test (if applicable), group discussion or communication assessment, and personal interview. The complete process usually takes 2-4 weeks from application to offer, but timelines vary. Monitor your email regularly for updates.
What happens after I apply?
After applying through the provided link, Mphasis will review your profile. Shortlisted candidates receive communication via email regarding test dates or interview schedules. Ensure your contact details are correct and monitor your email and phone for recruiter outreach.
Can I apply if I have a gap after graduation?
Yes, a gap year or multiple months after graduation is generally acceptable for fresher roles. Mphasis and most IT services companies are understanding about graduation-to-job gaps. However, if the gap is very large (2+ years), you may need to clarify the reason during the interview.
What is the work location for this role?
The role is available across India. The exact office location (Bangalore, Pune, Hyderabad, Chennai, etc.) will be confirmed after selection or mentioned in the offer letter. Some roles may also offer work-from-home or hybrid models; clarify this during the offer discussion.
Is there onboarding training provided for freshers?
Yes. Mphasis is known for comprehensive fresher onboarding programs. You’ll receive training on company policies, customer service procedures, ticketing systems, IT basics, and product/service knowledge before being assigned to live customer interactions.
What is the career growth path from a CSR role?
From a Customer Service Representative position, you can advance to Senior CSR, Team Lead, or shift into roles like Technical Support Engineer, IT Support Analyst, or Operations management. Mphasis encourages internal mobility; your performance and learning determine your growth trajectory.
How many hours will I work per day?
Typically, customer service roles involve 8-9 hours of work per day (including breaks) in a shift-based model. The exact schedule will be communicated after joining. Some roles may involve flexible shifts or rotational schedules.
Are there any certifications that would help me get selected?
While not mandatory for freshers, certifications in ITIL Foundation, Microsoft Azure Fundamentals, or basic IT support certifications can strengthen your profile. However, strong communication skills and a customer-centric attitude are more critical for this fresher role than certifications.
Can I apply for this role if I’m still studying?
It depends on your graduation date. Most companies prefer candidates who have already graduated or are graduating within the next few months. If you’re still in your final semester or year, check the application guidelines or contact the recruiter for clarification on eligibility before applying.
What is the application deadline for this recruitment?
The application deadline is not specified in the public job posting. It’s listed as “as per company standards.” To avoid missing the deadline, apply as soon as possible or check Mphasis’s official careers portal for the exact cut-off date.
Will the selection be on merit or first-come-first-served basis?
Selection is based on merit. Your performance in the assessment/interview will determine your selection, not the timing of your application. However, applications are processed in batches, so applying early ensures you’re considered in an earlier recruitment cycle.
What should I wear for the interview?
Wear formal business attire for in-person interviews: a formal shirt/blouse with trousers or a skirt, and closed-toe shoes. If the interview is online, wear professional clothing that would be appropriate for an office setting. First impressions matter in customer-facing roles.
Can I negotiate the salary after receiving an offer?
For fresher roles, salary negotiation is typically limited as the company offers standardized compensation for this level. However, you can discuss benefits, work location preferences, or joining date. Negotiate respectfully and professionally if there’s flexibility in the offer terms.
What if I don’t get selected this time?
If you’re not selected, ask for feedback from the recruiter to understand areas of improvement. You can reapply in future recruitment drives after enhancing your skills, particularly in communication and IT basics. Mphasis regularly opens positions for freshers throughout the year.
How to Apply
Applying for the Mphasis Customer Service Representative role is straightforward. Follow the steps below to submit your application:
- Click the Apply Now link provided below, which will redirect you to the official job portal.
- Register or log in with your email ID and create a profile if this is your first time applying to Mphasis.
- Fill in your personal details: full name, contact number, current location, and email address.
- Upload your resume (in PDF or DOCX format) highlighting your education, skills, and any relevant experience (internships, projects, customer interaction).
- Enter your educational qualifications: degree, branch, institution, graduation year, and CGPA (if applicable).
- Answer any screening questions or skills assessments presented on the portal (if applicable for this role).
- Review all the information for accuracy and completeness before submission.
- Submit your application and wait for confirmation. You should receive an acknowledgment email within 24-48 hours.
- Monitor your email and phone for updates on next steps: written test, group discussion, or interview scheduling.
Note: Application deadlines may vary; apply as early as possible to secure your spot in the recruitment cycle. Keep your contact information updated so Mphasis can reach you easily.
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Disclaimer
This article is for informational purposes only. Job details, eligibility criteria, and role descriptions are sourced from publicly available job listings and may be subject to change. Always verify the role description, eligibility requirements, application deadline, and other terms on the official Mphasis careers website or the recruitment portal before applying. itreferraljobs.in does not charge any fee for job referrals, applications, or alerts. This is a free resource for job seekers. If you encounter any unauthorized requests for payment during the application process, please report it immediately to the company’s official HR department.
