Firstsource is hiring For CSA Non Voice - Chat - Bangalore

Job Title: Customer Support Associate International Chat & Upselling

Job Category: Senior Associate / Associate Function/Department: Operations

Reporting to: Team Leader

Role Description:

A CSA in this role responds to customer queries and provide resolution, support and assistance to the customers who send Chats 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

• Revert on chats written by the customer on a variety of issues
• The Agent will have to present and sell company services to current and potential customers • 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 customers perspective and deliver on all commitments
• Teamwork consistently work together, trust each other and engage in constructive conversations for the good of the team

ROLE HOLDER PROFILE

A. Preferred educational qualifications: Minimum SSC (10th) passed.

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

C. Skills and Competencies

i. Functional / Technical: • Computer literate eg. Outlook, Word, Internet Explorer

• Typing skills: Process specific cut offs

• Good written English communication

ii. Behavioral:

• Professional & Courteous in mannerisms

• Ability to liaise with customers at all levels

• Ability to handle and resolve complex customer calls