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 robust 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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