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 will be measured on:
• Customer Satisfaction (CSAT)
• Quality Score
• Average Handling Time (AHT)
• Productivity
• First Call Resolution (FCR)
• Schedule / Process Adherence
• Attendance
• SLA Achievement Required

Skills:
• Excellent verbal and written English communication skills.
• Comfortable communicating with UK customers over the phone.
• Good listening and interpersonal skills.
• Strong customer service orientation.
• Good problem-solving and decision-making skills.
• Ability to handle customer complaints and difficult situations professionally.
• Ability to work under pressure and meet performance targets.
• Basic computer knowledge and familiarity with CRM/customer support systems.
• Willingness to work in UK shift timings.
• Willingness to work from office in Bangalore. Eligibility:

Education:
Graduation not mandatory

Experience:
Candidates with experience in UK International Voice Process, International BPO, Customer Service, Customer Support, Technical Support, or Voice Process will be preferred. Work Location & Shift ?

Location:
Bangalore ? Work Mode: Work from Office ? Shift: UK International Voice Process ? Working Days: 5 Days Working Address: Firstsource Solutions Limited Unit-202, 2nd Floor, Block A, Brigade tech gardens Brigade Properties Private Limited, Brookefields, Kundalahalli Whitefield, Marathahalli, Bengaluru, Bengaluru Urban Karnataka
- 560037 Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses. Contact Details Bhanumathi Email: [email protected]

📌 International Voice Process (Bengaluru)
🏢 Firstsource
📍 Bengaluru