Customer Support Associate - International Voice Process

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

Role Description:

A CSA in this role responds to customer queries and provides resolution, support and assistance to the customers who calls 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 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

A. Preferred educational qualifications: Minimum SSC (10th) passed, Any Graduation, Preferred BE, B. Tech, BCA, Diploma in technical/trouble shooting

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