Job highlights

- Preferred Educational Qualifications . Graduate Fresher . Undergraduate - 2 Years Experience .
- Preferred Work Experience .
- Prior experience in customer service . Competencies Skills . .
- The Customer Service Associate is a frontline role responsible for delivering exceptional customer service to clients based in various regions
- The role involves handling customer inquiries, resolving issues, and providing support across multiple communication channels, including phone, email, and chat
- The Customer Service Associate will act as a brand ambassador, ensuring client satisfaction, and maintaining positive relationships with customers

Roles Responsibilities

- Respond to customer inquiries promptly and professionally via phone, email, and chat, providing accurate information and resolving issues effectively.
- Handle a wide range of customer concerns, including inquiries, product/service issues, billing inquiries, and general inquiries.
- Demonstrate empathy and understanding while addressing customer needs and concerns.
- Proactively follow up with clients to ensure their concerns have been resolved to their satisfaction.
- Escalate complex issues to the appropriate teams or supervisors for timely resolution.
- Adhere to established service level agreements (SLAs) and quality standards to meet or exceed customer expectations.
- Ensure compliance with company policies, procedures, and data protection regulations while handling customer information.
- Analyze customer issues and apply problem-solving skills to identify root causes and implement effective solutions.
- Collaborate with internal teams to resolve customer concerns that require cross-functional support.




- Develop a comprehensive understanding of the organizations products and services to provide accurate and helpful information to customers.
- Stay updated with the latest product/service offerings and changes to effectively address customer inquiries.
- Maintain clear and detailed records of customer interactions, ensuring accurate documentation of inquiries and resolutions.
- Communicate effectively with customers and internal teams, using clear and qualified language
- Actively participate in training sessions and skill development programs to enhance customer service and problem-solving abilities.
- Provide feedback on processes and procedures to improve overall service efficiency and customer satisfaction.

Expected/Key Results

- Deliver high levels of CSAT / NPS scores / others
- Adherence to regulatory Compliance
- Achieve quality scores
- Deliver on defined process specific metrics
- Adherence to process SOPs
- Schedule adherence

Preferred Educational Qualifications

- Graduate Fresher
- Undergraduate - 2 Years Experience

Preferred Work Experience

- Prior experience in customer service

Competencies Skills

- Excellent communication skills in English; proficiency in additional European languages is an advantage.
- Strong customer service orientation with the ability to remain calm and composed while handling challenging situations.
- Familiarity with customer service software, ticketing systems, and CRM tools is beneficial.
- Empathetic and patient demeanour with a genuine desire to assist customers.
- Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
- Willingness to work flexible hours, including weekends and holidays, to support 24/7 customer service operations.

📌 Associate / Sr Associate - Query Management (Bengaluru)
🏢 Firstsource
📍 Bengaluru