CSA

• Description: A CSA in this role responds to customer queries and provide resolution, support and assistance to the customers who send e-mails/Chats 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

• Revert on emails or chats written by the 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

ROLE HOLDER PROFILE
A Preferred educational qualifications: Minimum SSC (10th) passed

B.Preferred work experience: Fresher/Experienced with minimum 1 year of experience in a BPO/related industry

C.Skills and Competencies

• Functional / Technical: Computer literate eg
• Outlook, Word, Internet Explorer Typing skills: Process specific cut offs Good written English communication
• Behavioral: Professional & Courteous in mannerisms Ability to liaise with customers at all levels Ability to handle and resolve complex customer calls

D Corporate Values 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

• 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