FirstSource Hring For International Voice (Upselling 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

  inbound and outbound calls

  from UK customers for a leading telecom service provider.
• Diagnose and resolve

  technical issues

  related to broadband, mobile, or landline connections.
• Promote and

  upsell telecom products

  , plans, and value-added services based on customer needs.
• Provide accurate product information and ensure a smooth

  customer experience

  during issue resolution or product upgrades.
• Maintain

  customer records

  in CRM systems and document call details and resolutions.

• Meet or exceed

  defined KPIs including call quality, resolution rate, sales conversions, and customer satisfaction scores.
• Stay updated on

  latest offers, packages, and technical features

  to support upselling activities.
• Collaborate with the technical and escalation teams for complex issue handling.

Required Skills and Qualifications:

• Excellent

  verbal communication skills

  in English (UK accent comprehension preferred).
• Prior experience in an

  International Voice Process

  (preferably UK Telecom domain).
• Strong

  sales orientation

  with experience in

  upselling or cross-selling

  .
• Customer-centric attitude with problem-solving and negotiation skills.
  
• Good computer literacy and ability to work on CRM/ticketing tools.
  
• Willingness to work in

  rotational UK shifts

  (including weekends and UK public holidays).

Benefits:

• Competitive salary with

  attractive incentives

  for upselling and performance.
• Night shift allowance and

  cab facility

  (as applicable).
• Paid training and ongoing skill development programs.
  
• Opportunities for

  career growth

  within international telecom processes.

HR Muhila"

Disclaimer: