Company Profile

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company, is a global leader in providing business process solutions and services across the customer lifecycle. With operations across the US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, Firstsource delivers domain-focused solutions across Healthcare, Banking & Financial Services, Communications, Media & Technology, Retail, and other industries.

Job Details
Job Location: Bangalore
Designation: Customer Support Associate
Process: UK International Voice Process
Division: BPO
Mode of Work: Work from Office
Working Days: 5 Days Working
Shift: UK Shift Timings
Experience: Minimum 0–3 years of experience in Customer Service / International Voice Process
Education: Graduation not mandatory

Role & Responsibilities
• Handle inbound and outbound customer calls from UK customers in a skilled and courteous manner.
• Provide accurate information and effective solutions to customer queries and concerns.




• Understand customer requirements and resolve issues within defined process guidelines.
• Maintain a high level of customer satisfaction through excellent communication and service.
• Follow all process, quality, compliance, and customer service standards.
• Meet defined SLA, KPI, productivity, quality, AHT, and CSAT targets.
• Accurately document customer interactions and update relevant systems.
• Escalate complex or unresolved issues to the appropriate team or supervisor.
• Demonstrate active listening and effective problem-solving skills while handling customer interactions.
• Maintain professionalism and patience while dealing with challenging customers.
• Adhere to attendance, schedule, break, and process adherence requirements.
• Participate in training, coaching, team meetings, and process update sessions.
• Work effectively as part of a team and contribute toward achieving overall business targets.

Key Performance Indicators
Employees wil

📌 International Voice Process (Bengaluru)
🏢 Firstsource
📍 Bengaluru