Company Name: First Source

Customer Service Associate (CSA) – H2

Department: Operations

Grade: H2 |

Category: Associate

Reporting To: Team Lead

Experience: Freshers

Qualification: Graduate in any non-technical discipline (BA, B.Com, BBA, B.Sc, BCA, etc.)

- Job ResponsibilitiesDeliver excellent customer service and resolve customer queries, complaints, and issues promptly.
- Handle inbound/outbound calls, chats, emails, or customer data as per the assigned process.
- Understand customer concerns and provide suitable resolutions at the first contact wherever possible.
- Maintain strong knowledge of process updates, SLAs, quality standards, and performance targets.
- Accurately update customer information in client systems.
- Attend training, team meetings, coaching sessions, and complete required assessments.
- Maintain shift, attendance, schedule,



and reporting adherence.
- Follow company policies, Code of Conduct, and process guidelines.
- Work collaboratively with team members and support overall team performance.
- Demonstrate a positive, customer-focused, and open-to-feedback attitude.
- Escalate issues to the Team Lead/management when required.
- Key SkillsGood Communication Skills
- Active Listening & Comprehension
- Customer Service Orientation
- Teamwork & Interpersonal Skills
- Time Management
- Shift & Attendance Adherence
- Process Knowledge
- Qualified Floor Decorum

Key Performance Areas: Production | Quality | Process Knowledge | Shift & Reporting Adherence

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