Associate / Sr Associate - Query Management - iRefer

As a Customer Representative at FirstSource, your primary role will involve responding to customer queries through chats, phone calls, and emails. You will be responsible for providing support and resolution to both existing and new queries related to the services provided by the client. Your contribution will be crucial in enhancing the overall customer experience, ensuring fast, friendly, and effective service with accurate and personalized solutions to inquiries from customers worldwide. Qualification Required: - Graduation/Under-graduation - Both freshers and experienced candidates are eligible - BE/Btech freshers and Masters freshers are not eligible - Btech and Master qualifications require a minimum of 1 year of experience Key Responsibilities: - Manage a high volume of customer chats, incoming/outgoing phone calls, and email exchanges from global customers - Address customer complaints, research issues, provide suitable solutions and alternatives within specified timeframes, and follow up to ensure resolution - Present and promote company services to current and potential customers - Resolve customer issues promptly - Accurately update and process information in the system(s) - Escalate customer service issues when necessary - Provide assistance to other teams in resolving complex issues - Maintain clear communication with customers using English that is easy to understand - Adhere to communication procedures, guidelines, and policies - Demonstrate professionalism and integrity in all customer interactions - Collaborate effectively with team members and engage in constructive conversations - Perform non-phone tasks as required, such as mailing, printing, copying, filing, and report preparation Qualifications: - Excellent written and verbal English communication skills - Strong phone contact handling and email writing abilities, along with active listening skills - Proficient problem-solving skills - Professional and courteous demeanor in speaking and writing - Ability to analyze data, diagnose issues, multitask, prioritize, and manage time effectively - Capability to engage with customers at all levels - Proficiency in MS Office applications: Word, Excel, Outlook, Teams, PowerPoint, SharePoint In addition to the job description, FirstSource upholds the corporate values of REACCH, which guide the organization towards achieving goals in a competitive, digital-first world while prioritizing customer and investor demands for social responsibility. These values include: - Risk-Taking: Dare to go beyond, challenge the status quo, and be strategic, ambitious, and resilient - Execution Excellence: Strive for collaboration, co-creation, and driving excellence - Agility: Adapt quickly, stay nimble, and learn constantly with a Digital First mindset - Customer First: Keep customers at the heart of every action - Credibility: Instill trust, confidence, and accountability by seeking answers rooted in what's right - Humaneness: Demonstrate fairness, respect, transparency, and sensitivity towards the community and environment.,