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 inbound and outbound calls from UK customers related to telecom products and services (broadband, mobile, landline, etc.)
  
• Troubleshoot technical issues such as connectivity, configuration, or device setup.
  
• Provide accurate and timely information to customers regarding service issues, billing, or account queries.
  
• Log and update customer interactions in the CRM system with detailed call notes.
  
• Escalate unresolved issues to higher technical teams as per standard operating procedures.
  
• Ensure high levels of customer satisfaction through professional and courteous communication.
  
• Meet defined performance metrics including quality, call handling time, and customer satisfaction scores.
  
• Stay updated on new product features, service updates, and technical procedures.
  

Required Skills and Qualifications:

• Excellent verbal communication skills in English (UK accent understanding preferred).
  
• Prior experience in an

  International Voice Process

  or

  Technical Support

  role (Telecom experience preferred).
• Basic knowledge of networking concepts (modem/router configuration, internet connectivity).
  
• Strong problem-solving and analytical skills.
  
• Ability to work under pressure and handle irate customers professionally.
  
• Good computer literacy (MS Office, CRM tools, ticketing systems).
  
• Flexibility to work in rotational UK shifts (including weekends and public holidays).

Benefits:

• Attractive salary with performance incentives.
  
• Night shift allowance and cab facility (as applicable).
  
• Opportunity for career growth within a global telecom process.
  
• Paid training and skill enhancement programs.
  

"HR Muhila"

Disclaimer: