Associate / Sr Associate - Query Management - iRefer

Date :Feb 1, 2026

Location :Hyderabad, IN

Requisition ID :14653

Description :

- ABOUT FIRSTSOURCE: FirstSource is a specialized global business process management partner and an RP-Sanjiv Goenka Group company. We provide transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, and other diverse industries. With an established presence in 10 countries including USA, UK, India, Mexico, Australia, Philippines etc. we act as a trusted growth partner for leading global brands, including several Fortune 500 and FTSE 100 companies.
- We make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.
- Job Title: Customer Representative
- Process: International Process
- Functions/Department: Operations
- Reporting to: Team Leader
- Role: Full-time (work from office)
- Location: HyderabadThe agent will play an integral role in improving the customer experience by providing fast, friendly, and effective service with accurate and personal solutions to customer inquiries coming from across the world, not just India.
- Eligibility Criteria:

Qualification - Graduation/ Under-graduation both are eligible Fresher and experience both are eligible BE/Btech fresher and Masters fresher are not eligible Btech and Master qualification requires minimum 1 year experience

- Responsibilities:

- 1. Address customer complaints, research customer issues, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

- 1. The Agent will have to present and sell company services to current and potential customers

- 1. Resolve customer issues on timely manner

- 1. Update and process information accurately into the system(s)

- 1. Escalate customer service issues, if required





- 1. Update and process information accurately into the case management system(s) and spreadsheets

- 1. Provide support to other teams tasked with resolving complex issues

- 1. Follow communication procedures, guidelines, and policies

- 1. Professional Focus - demonstrates a high level of personal and professional integrity when dealing with Customers. Treats all customers with empathy and respect and consideration

- 1. Teamwork - consistently work together, trust in each other, engage in constructive conversations for the good of the group

- 1. Perform non-phone tasks whenever required - mailing, printing, copying, filing, report preparation, job aids

- Qualifications:

- 1) Excellent in written and verbal English communication

- 3) Good problem-solving skills

- 4) Professional & courteous in speaking and writing

- 5) Ability to analyse data and diagnose the issue

- 6) Ability to multi-task, work through multiple system for diagnosis, prioritize and manage time effectively

- 7) Ability to liaise with customers at all levels

- 8) Ability to handle and resolve complex customer calls

- 9) MS Office Skills: Word, Excel, Outlook, Teams, PowerPoint, SharePoint

- Corporate Values:

- Must demonstrate FirstSource values - REACCH that acts as our north star, helping us achieve our goals in an ultra-competitive, digital-first world while meeting customer and investor demands for social responsibility.

- Risk-Taking

- Dare to go beyond Challenge status quo every day.Be strategic. Be ambitious. Be resilient.

- Execution Excellence

- Strive to be the best Collaborate, co-create and drive excellence.

- Agility

- Move ahead of time quickly Stay nimble, adapt fast and learn constantly with a ‘Digital First’ mindset.

- Customer First

- Keep customers at the heart of every action.

- Credibility

- Instil trust, confidence and accountability Seek answers rooted in ‘what's right’ and not ‘who's right’.

- Humaneness

- Be fair, respectful, transparent and sensitive Care for your community; act responsibly towards setting

📌 Associate / Sr Associate - Query Management - Irefer (Hyderabad)
🏢 Firstsource Healthcare
📍 Hyderabad