Customer Service Executive

About Firstsource

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they make it happen for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsources inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

Position Overview

Key Responsibilities

• Answer incoming customer calls promptly and professionally, following established service protocols
• Identify and assess customer needs to achieve satisfaction through active listening
• Use our corporate software, website and resource guides to investigate customer questions and identify appropriate response and/or course of action
• Provide accurate information about WES products and services
• Document all call information according to established procedures in the WES system
• Take ownership of the customer interaction to ensure we resolve problems quickly and methodically while maintaining complete focus on creating a positive customer experience
• Escalate complex issues to appropriate support personnel when required
• Meet performance metrics including call handling time, first-call resolution rate, and customer satisfaction scores
• Maintain customer confidentiality and adhere to data protection guidelines
• Participate in regular training sessions to stay updated on WES products, services, and procedures
• Respond to customer emails in a timely manner according to established service level agreements (SLAs)
• Use pre-approved templates and canned responses when appropriate
• Personalize responses to meet specific customer needs

Required Qualifications

• Associate's or Bachelor's degree preferred

• Proficiency in French, both verbal and written, is mandatory.

• Previous customer service experience preferred (6+ months)
• Basic knowledge of educational systems
• Proficient computer skills, including typing and navigating multiple software applications simultaneously
• Excellent verbal communication skills with clear diction and professional tone
• Strong problem-solving and critical thinking skills
• Ability to remain calm and professional when dealing with difficult situations
• Strong attention to detail and accurate data entry skills
• Proficient computer skills and typing speed (minimum 40 WPM)
• Ability to multitask and manage multiple email/tickets
• Experience with email management systems preferred (Freshdesk, Zendesk, etc.)

Desired Skills & Attributes

• Experience with call center technology and CRM systems
• Ability to adapt to changing procedures and information
• Excellent time management skills
• Patient and empathetic approach to customer concerns
• Resilient attitude and ability to maintain positivity throughout the workday

Performance Metrics

• Call quality scores based on recorded call evaluations
• Average handle time (AHT)
• First-call resolution rate
• Customer satisfaction ratings
• Adherence to schedule and availability metrics
• Accuracy of information provided, and data entered
• Email quality scores
• Average response time
• Number of emails handled per shift