Firstsource Solutions is a leading provider of tailored Business Process Management (BPM) services, committed to helping clients stay ahead through transformative solutions that streamline operations, enhance efficiency, deliver actionable insights, and drive superior business outcomes.
As trusted brand partners, we support over 100 global organizations, including Fortune 500 and FTSE 100 companies, across the US, UK, Philippines, Mexico, and India. Our flexible ‘rightshore’ delivery model spans the entire customer lifecycle, serving key industries such as Healthcare, Telecommunications & Media, and Banking, Financial Services & Insurance (BFSI)
Job Title: Customer Support Associate – International Voice
Grade: H1/H2
Job Category: Senior Associate / 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 the customers who Calls / Chat / Email pertaining to existing/new queries on services provided by the client. The Agent will play an integral role in improving the customer experience by providing fast, friendly, and effective service with accurate and personal solutions to customer enquiries.
Roles & Responsibilities (Indicative not exhaustive)
Revert on Calls / Chat / Email to customer 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 where 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
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