Firstsource Solutions is a leading provider of customized Business Process
Management (BPM) services. Firstsource specialises in helping customers stay
ahead of the curve through transformational solutions to reimagine business
processes and deliver increased efficiency, deeper insights, and superior
outcomes.
We are trusted brand custodians and long-term partners to 100+ leading brands
with presence in the US, UK, Philippines, Mexico and India. Our ‘rightshore’
delivery model offers solutions covering complete customer lifecycle across
Healthcare, Telecommunications & Media and Banking, Financial Services &
Insurance verticals.
Our clientele includes Fortune 500 and FTSE 100 companies.
Job Title: Customer Support Associate – International Voice
Grade: H1/H2
Job Category: Senior Associate / Associate
Function/Department: Operations
Reporting to: Team Leader
Role Description: A CSA in this role responds to customer queries and provides
resolution, support and assistance to the customers who Calls / Chat / Email
pertaining to existing/new queries on services provided by the client. The Agent
will play an integral role in improving the customer experience by providing
quick, friendly, and effective service with accurate and personal solutions to
customer enquiries.
Roles & Responsibilities (Indicative not exhaustive)
* Revert on Calls / Chat / Email to customer on a variety of issues
* Update and process information accurately into the system(s)
* Resolve customer problems in a timely manner
* Take ownership & deliver on customer commitments
* Liaise with others within the process in the event where a customer query
cannot be resolved at first point of contact
* Clear Communication - during all conversations with customers, uses simple
English that delivers information and solutions in an easy manner
* Professional Focus - demonstrates a high level of personal and professional
integrity when dealing with customers as well as treats all cust