Job Role

Customer Service Associate (CSA) – H2

- Deliver excellent customer service and resolve customer queries, complaints, and issues promptly.

- Handle inbound/outbound calls, chats, emails, or customer data according to the assigned process.

- Understand customer concerns and provide suitable resolutions at the first point of contact wherever possible.

- Maintain strong knowledge of process updates, SLAs, quality standards, and performance targets.

- Accurately update customer information in client systems.

- Escalate complex or unresolved issues to the Team Lead or management when required.

- Work collaboratively with team members to achieve overall team objectives.

- Maintain a positive, customer-focused, and qualified attitude.

Key Responsibilities

Customer Service

- Handle customer interactions professionally through assigned communication channels.

- Listen actively to customer concerns and understand their requirements.

- Provide accurate information and appropriate resolutions.

- Aim for First Contact Resolution (FCR) wherever possible.

- Maintain a high level of customer satisfaction.

Process &

- System Management

- Update customer information accurately in client systems.

- Follow process guidelines, SLAs, quality standards, and performance requirements.

- Stay updated on process changes and new instructions.

- Maintain proper process knowledge and professional floor decorum.

Training &

- Development

- Attend required training programs and team meetings.





- Participate in coaching and feedback sessions.

- Complete assigned assessments and learning activities.

- Remain open to feedback and continuously improve performance.

Attendance &

- Reporting

- Follow assigned shifts, schedules, and attendance requirements.

- Maintain reporting adherence and complete assigned tasks within timelines.

- Follow company policies, Code of Conduct, and process guidelines.

Candidate Requirements

- Experience: Freshers.

- Qualification: Graduate in any non-technical discipline.

- Eligible qualifications include BA, B.Com, BBA, B.Sc, BCA, etc.

- Good communication and interpersonal skills.

- Strong active listening and comprehension abilities.

- Customer-focused approach.

- Ability to work effectively in a team environment.

- Good time-management skills.

- Willingness to work according to assigned shifts and schedules.

Key Skills

- Good Communication Skills.

- Active Listening &
- Comprehension.

- Customer Service Orientation.

- Teamwork &

- Interpersonal Skills.

- Time Management.

- Shift &

- Attendance Adherence.

- Process Knowledge.

- Professional Floor Decorum.

Key Performance Areas

- Production

- Quality

- Process Knowledge

- Shift &
- Reporting Adherence

Job Details

- Company: First Source.

- Position: Customer Service Associate (CSA) – H2.

- Department: Operations.

- Grade: H2.

- Category: Associate.

- Reporting To: Team Lead.

- Experience: Freshers.

- Qualification: Graduate in any non-technical discipline.

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