Firstsource hiring For International Voice Support

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.

Key Responsibilities

1. Customer Service

   :
• Provide exceptional customer support via voice calls to international clients.
  
• Address customer inquiries, complaints, and concerns related to telecom products and services (e.g., mobile plans, broadband, TV packages, etc.).
  
• Offer troubleshooting assistance for technical issues, including internet connectivity, mobile network issues, and device troubleshooting.
  

2. Sales & Upselling

   :
• Identify sales opportunities and promote relevant telecom services or products based on customer needs (e.g., new plans, add-ons, or promotions).
  
• Meet or exceed sales targets set by the company (incentives based on target achievement).
  
• Cross-sell and up-sell services effectively while maintaining high customer satisfaction.
  

3. Billing & Account Management

   :
• Assist customers with billing inquiries, payment issues, and account updates.
  
• Explain billing cycles, charges, and any discrepancies in a clear and professional manner.
  
• Guide customers through the process of making payments or resolving billing disputes.
  

4. Technical Support

   :
• Provide first-level technical support for customers facing issues with telecom products or services.
  
• Guide customers in troubleshooting issues related to mobile devices, broadband routers, and other telecom services.
  

5. Documentation & Reporting

   :
• Accurately record customer details, issues, and resolutions in the company CRM system.
  
• Maintain detailed and up-to-date notes on customer interactions.
  
• Provide daily or weekly reports on performance metrics as required by the team lead or supervisor.
  

6. Customer Retention

   :
• Actively work to retain customers who may be considering cancellation by offering suitable alternatives or upgrades.
  
• Implement retention strategies to ensure customer satisfaction and long-term relationships.
  

Required Skills and Qualifications

• Fluency in English

  (spoken and written) is essential
• Previous experience in

  telecom customer service

  ,

  BPO

  , or

  call center

  is preferred.
• Strong communication and interpersonal skills, with the ability to handle challenging situations professionally.
  
• Ability to work under pressure while maintaining attention to detail.
  
• Problem-solving skills and the ability to troubleshoot basic technical issues.
  
• Basic knowledge of telecom products and services.
  

• Target-driven

  with a focus on achieving sales and performance goals.
• Good listening skills and empathy toward customers.
  
• Ability to work in a fast-paced, high-volume environment.
  
• Basic proficiency with computer systems and CRM software.
  

Incentives

• Performance-based Bonuses

  : Earn additional income based on sales targets, customer satisfaction scores, and issue resolution metrics.

• Sales Incentives

  : Additional commissions for achieving or exceeding sales and upselling targets.

• Retention Bonuses

  : Bonuses for retaining high-value customers or clients.

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