Customer Support Executive

Job Description

Role & responsibilities Handle customer queries and complaints related to telecom services through voice calls and chat/email. Assist customers with service activation, billing issues, plan changes, and network complaints. Log interactions and update customer information in CRM systems accurately. Escalate unresolved or complex issues to relevant departments following internal protocols. Provide accurate information and troubleshoot basic technical problems (e.g., SIM errors, network outages, device setup). Maintain a high level of customer satisfaction by ensuring timely and effective resolutions. Meet daily/weekly performance metrics such as Average Handling Time (AHT), First Call Resolution (FCR), and CSAT. Qualifications & Skills: HSC (12th pass) or Graduate in any discipline. 02 years of experience in a BPO/telecom customer service environment preferred. Strong verbal and written communication skills in English and one regional language. Ability to multitask between voice and non-voice support. Familiarity with telecom services and common customer issues. Basic computer proficiency (typing speed, CRM systems, email platforms). Good listening skills, empathy, and patience when dealing with customers. Flexible to work in a 24x7 environment with rotational offs. Excellent communication and interpersonal skills Candidates with a B.Com, B.B.A, B.A , or any Postgraduate degree and experience in Customer Support are welcome to apply. Please bring the original physical copy of any of your identification documents for verification. B.TECH , B.Sc, Any Post Graduation freshers are not eligible. Anyone who attended interview before 30 days are not eligible to attend walkin. Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.