Firstsource hiring For International Voice Process(UK Process)

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.

Key Responsibilities

• Handle

  international UK customer calls

  with professionalism and empathy.
• Resolve queries related to

  telecom services

  : billing, technical issues, plans, network concerns, etc.
• Identify customer needs and

  upsell relevant telecom plans

  , add-on services, and upgrades.
• Achieve and exceed

  upselling targets

  while maintaining high customer satisfaction.
• Ensure

  first-call resolution (FCR)

  and comply with process quality standards.
• Document call details, resolutions, and upsell conversions accurately in the CRM.
  
• Follow defined scripts, SOPs, and compliance guidelines for UK telecom operations.
  
• Coordinate with support teams for escalated issues.
  
• Consistently meet KPIs including

  AHT, CSAT, Quality, Sales Conversion

  , and attendance.

Skills & Qualifications

• Excellent

  English communication skills

  (clear, confident, and customer-friendly).

• Strong persuasion and negotiation skills for

  effective upselling

  .
• Ability to work in

  UK shifts

  and handle a high-volume call environment.
• Good problem-solving and multitasking capabilities.
  
• Immediate joiners or short-notice candidates preferred.

Benefits

• Two-way cab facility

  for safe and convenient commute.
• Attractive

  performance-based incentives

  linked to upselling, quality, and productivity.
• Fixed salary + monthly incentive payouts.
  
• Career growth in international BPO & telecom verticals.
  
• Paid training and skill development programs.

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