Customer Service Associate

About Firstsource

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

• Phone etiquettes (Effective Verbal communication through phone)
• Responds to queries from customer on calls, provide account/billing information and handle complaints regarding the organizations products or services
• Uses computer application and functions to update data and respond to queries
• Maintaining confidentiality, verifying information, etc. as described / explained by the client
• Investigate missing information / payments / missing bills, compare invoices and identify gaps & follow correct process step to remediate the same
• Problem solving skills
• Self motivated and collaborative
• Understands customer query and responds to it ensuring that all queries/concerns are answered via telephony
• Update account information and performs general maintenance upon customers

request as per process

• Understands customers latent needs and maximizes sales opportunities to

promote relevant products and services

• Guides the customer to relevant web pages in the client website that offer the information they seek, if appropriate
• Exhibits promptness and politeness using the appropriate language while answering customer queries
• Target Oriented - Works efficiently towards achieving the SLA based on the process requirement and meets the specified quality standards
• Ability to handle multiple tasks (between applications & calls) simultaneously with

ability to prioritize while providing exceptional customer service

Preferred:

• Voice experience
• Sales / Retention / Customer service

Critical:

• BPO Experience with good communication skills
• Basic computer
• Voice experience (Retentions / Sales / Customer Service)
• Good analytical skills
• Patient and process oriented
• An eye for detail
• Ability to back-to-back calls
• Typing Skills - 20 wpm with 90% accuracy
• Team player

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.