Assistant Manager, Operations

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. Firstsource’s 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.

POSITION DEFINITION:

Role & Responsibilities:

• Customer Interaction:
• Be the first point of contact for customers, addressing enquiries via various contact channels such as phone, email, and social media.
• Provide correct information about products, services, and policies.
• Issue Resolution:
• Diagnose and troubleshoot customer issues and concerns, supplying effective and commercially sound solutions in a timely manner.
• Escalate complex problems to appropriate departments or supervisors when necessary.
• Always Resolving queries with a “Right First Time” approach
• Customer Satisfaction:
• Ensure high levels of customer satisfaction by providing friendly, courteous, and professional service with resolution, satisfaction, and ongoing customer loyalty your key focus always.
• Follow up on customer interactions to ensure their issues have been resolved satisfactorily.
• Identify and assess customers' needs, exploring opportunities to add value through sales of products.
• Processing tele sales orders accurately and efficiently, ensuring customers are informed about all relevant information such as delivery timelines.
• Documentation:
• Maintain detailed and accurate records of customer interactions, transactions, comments, and complaints. (notes left on orders)
• Update customer information in the relevant systems as needed.
• Record reason for contact accurately ensuring trends can be identified by the wider business.
• Follow all customer care processes accurately, recording business critical information, as necessary.
• Product Knowledge:
• Stay up to date on system, process changes and departmental updates.
• Maintain up-to-date knowledge of product and services, company policies, and industry trends so you can share relevant information and insights with customers to help them make informed decisions.
• Team Collaboration:
• Work closely with other team members to ensure a seamless customer experience.
• Participate in team meetings, training sessions, and continuous improvement initiatives.
• Compliance:
• Adhere to company policies, procedures, and regulatory requirements.
• Ensure all customer interactions comply with legal and ethical standards.

Required Skills/Competencies:

• Previous experience in a customer service or related role is a plus
• Ability to manage stressful situations and remain calm under pressure.
• Excellent communications skills, both verbal and written
• Strong problem-solving and conflict resolution abilities
• Ability to work on your own initiative and as part of a team.
• Being creative and forward thinking in suggesting alternative solutions to resolve customer issues.
• Understands the need for confidentiality and compliance with legislation.
• Open and adaptable to change, as a fast-growing business we are constantly developing and improving our systems, so the ability to quickly adapt is necessary.
• Flexible approach to working shifts.
• Ability to supply good judgement, even in pressurized situations.
• Good computer skills and ability to quickly learn and adapt to new technology and systems.
• Positive outlook and attitude to supplying world class service.

Location - Bangalore

Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.