Customer support associate

4 weeks ago

Bangalore, India Firstsource Full time

Job Title: Customer Support Associate – International Voice Grade: H1/H2 Job Category: CSA / Sr. CSA 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 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 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 ROLE HOLDER PROFILE A. Preferred educational qualifications: Minimum SSC (10th) passed. B. Preferred work experience: Fresher/Experienced with minimum 1 year of experience in a BPO/related industry C. Skills and Competencies i. Functional / Technical: • Computer literate eg. Outlook, Word, Internet Explorer • Typing skills: Process specific cut offs • Good 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 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

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