Chat Support Specialist

About The Company

Firstsource is a leading global provider of Business Process Management (BPM) services, dedicated to delivering innovative solutions that help organizations enhance their operational efficiency and customer experience. With a strong presence across multiple industries including telecommunications, banking, healthcare, and media, Firstsource leverages technology and a customer-centric approach to drive growth and success for its clients. The company prides itself on fostering a collaborative and inclusive work environment, emphasizing continuous learning and development to ensure its team members are equipped with the latest skills and knowledge.

About The Role

We are seeking a highly motivated and detail-oriented professional to join our team in the capacity of [Job Title]. In this role, you will be responsible for managing key client accounts, delivering exceptional customer service, and ensuring the seamless execution of business processes. The ideal candidate will possess excellent communication skills, a proactive attitude, and a strong commitment to achieving operational excellence. This position offers an excellent opportunity to work within a dynamic environment, collaborate with diverse teams, and contribute to the growth and success of Firstsource and its clients.

Qualifications

• Bachelor’s degree in Business Administration, Management, or a related field. A relevant master's degree is a plus.
• Proven experience in customer service, account management, or a similar role within a BPM or outsourcing environment.
• Strong interpersonal and communication skills, with the ability to build and maintain professional relationships.
• Excellent problem-solving skills and the ability to handle complex situations with confidence.
• Proficiency in MS Office Suite and CRM software.
• Ability to work under pressure and manage multiple priorities effectively.
• Fluency in English; additional language skills are advantageous.
  

Responsibilities

• Manage and nurture client relationships to ensure high levels of satisfaction and retention.
• Coordinate with internal teams to deliver tailored solutions that meet client needs.
• Monitor and analyze key performance indicators to identify areas for improvement.
• Develop and implement strategies to enhance operational efficiency and service quality.
• Provide regular updates and reports to clients and senior management on account status and performance metrics.
• Identify opportunities for upselling and cross-selling additional services.
• Ensure compliance with company policies and industry regulations.
• Participate in training sessions and professional development activities to stay updated on industry trends and best practices.
  

Benefits

Firstsource offers a comprehensive benefits package designed to support our employees’ well-being and professional growth. This includes competitive salary packages, health insurance coverage, paid time off, and retirement savings plans. Employees also have access to ongoing training and development programs, career advancement opportunities, and a supportive work environment that encourages innovation and collaboration. Additionally, we promote work-life balance through flexible working arrangements and employee wellness initiatives.Equal OpportunityFirstsource is an equal opportunity employer committed to fostering an inclusive workplace. We value diversity and do not discriminate based on race, gender, age, religion, sexual orientation, disability, or any other protected characteristic. We believe that a diverse team drives innovation and better serves our global client base, and we are dedicated to providing equal employment opportunities to all qualified candidates.