Firstsource is hiring For Voice Support

0 - 5 years

1 - 4 Lacs

Posted:1 month ago| Platform: Naukri logo

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Work Mode

Work from Office

Job Type

Full Time

Job Description

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/or outbound calls from

    UK customers

    regarding telecom products and services.
  • Provide accurate information related to

    billing, plans, upgrades, technical issues, and service requests

    .
  • Troubleshoot basic network, broadband, and mobile service concerns.
  • Log interactions and update customer records in the CRM system.
  • Maintain call quality standards and follow UK process guidelines.
  • Escalate complex issues to senior support teams when required.
  • Meet performance targets such as

    AHT, FCR, CSAT

    , and adherence metrics.
  • Deliver customer service with a

    professional tone, clear communication, and empathy

    .

Work Environment & Benefits

  • Attractive incentives based on performance.
  • Comprehensive training on telecom services and process guidelines.
  • Growth opportunities in quality, training, and operations roles.
  • Two-way Cab/transportation provided .

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Firstsource logo
Firstsource

Business Process Outsourcing (BPO)

Mumbai

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