Customer Service Associate

ABOUT FIRSTSOURCE

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specializes 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 the complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies
Job Title: Customer Support Associate
Function/Department: Operations
Reporting to: Team Leader
Role Description: A CSA in this role responds to customer queries and provides resolution, support, and assistance to customers who call pertaining to existing/new queries on services provided by the client. The Agent will play an integral role in improving customer experience by providing fast, friendly, and effective service with accurate and personal solutions to customer enquiries.
Roles & Responsibilities

• Revert to customers on calls on a variety of issues

• 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 that 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 customer's perspective and deliver on all commitments

• Teamwork-consistently work together, trust each other and engage in constructive conversations for the good of the team

  Key Results

• External Performance Measurements- ask relevant external groups to evaluate various program activities usually through surveys of individuals within these groups -related to the services they have experienced

• Internal Performance Measurements- used to assess and monitor the internal operation of an organization.
  ROLE HOLDER PROFILE

• Preferred educational qualifications: Any Graduate Fresher, Willingness to work in rotating shifts (including night shifts).

• Preferred work experience: Fresher

• Skills and Competencies
  i. Functional / Technical:
  -Computer literate e.g. Outlook, Word, Internet Explorer
  -Typing skills: Process specific cut-offs
  -Verbal and 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