Associate / Sr Associate - Query Management

About Firstsource

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, Mexico and India. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.Our clientele includes Fortune 500 and FTSE 100 companies.

Job Title:

Customer Support Associate – International Voice

Grade:

H1/H2

Job Category:

Senior Associate / Associate

Function/Department:

Operations

Reporting to:

Team Leader

Role Description

: A CSA in this role responds to customer queries and provides resolution, support and assistance to the customers who Calls / Chat / Email pertaining to existing/new queries on services provided by the client. The 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 enquiries.

Roles & Responsibilities (Indicative Not Exhaustive)

• Revert on Calls / Chat / Email to customer on a variety of issues
• Update and process information accurately into the system(s)
• Resolve customer problems in a timely manner
• Take ownership & deliver on customer commitments
• Liaise with others within the process in the event where a customer query cannot be resolved at first point of contact
• Clear Communication - during all conversations with customers, uses simple English that delivers information and solutions in an easy manner
• Professional Focus - demonstrates a high level of personal and professional integrity when dealing with customers as well as treats all customers with empathy, respect and consideration.
• Ability to solve problems – look for solutions aligned to customer’s perspective and deliver on all commitments Teamwork – consistently work together, trust each other and engage in constructive conversations for the good of the team
  

Key Results

• External Performance Measurements- ask relevant external groups to evaluate various program activities – usually through surveys of individuals within these groups – related to the services they have experienced.
• Internal Performance Measurements- used to assess and monitor the internal operation of an organization.
  

Role Holder Profile

• Preferred educational qualifications: Minimum SSC (10th) passed, and 10+2 for certain programs, and Any Graduation
• Preferred work experience: Fresher/Experienced with minimum 1 year of experience in a BPO/related industry
• Skills and Competencies:
• Effective communication skills, Interpersonal skills, should be fluent in spoken English
• Knowledge and understanding on query and escalations.
• Basic Technical knowledge like, Broadband/Internet, UPS issues, cables, net, Wi-Fi router troubleshooting etc.
  

D. Corporate Value

Must demonstrate Firstsource values –

REACCH

that acts as our north star, helping us achieve our goals in a uber competitive, digital-first world while meeting customer and investor demands for social responsibility.

R

isk-Taking

Dare to go beyondChallenge status quo every day. Be strategic. Be ambitious. Be resilient.

E

xecution Excellence

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

A

gility

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

C

ustomer First

Keep customers at the heart of every action.

C

redibility

Instill trust, confidence and accountabilitySeek answers rooted in ‘what's right’ and not ‘who's right’.

H

umaneness

Be fair, respectful, transparent and sensitive Care for your community; act responsibly towards environment.cruiter