Customer Service Representative

Job Description

About The Company

Firstsource is a leading global provider of business process management (BPM) services, dedicated to delivering innovative solutions that drive operational excellence for clients across various industries. With a rich history of over two decades, Firstsource has established a reputation for its customer-centric approach, technological expertise, and commitment to quality. The company operates in multiple regions worldwide, including North America, Europe, and Asia, serving a diverse portfolio of clients in telecommunications, banking and financial services, healthcare, and media sectors. Firstsource prides itself on fostering a collaborative and inclusive work environment, emphasizing continuous learning and professional growth for its employees.

About The Role

We are seeking a highly motivated and detail-oriented professional to join our team as a Customer Service Executive. In this role, you will be the primary point of contact for our clients, providing exceptional service and support to ensure customer satisfaction. The ideal candidate will possess excellent communication skills, a proactive attitude, and the ability to handle challenging situations with professionalism. This position offers an excellent opportunity to develop your career within a dynamic organization that values innovation, teamwork, and integrity. You will be responsible for addressing customer inquiries, resolving issues efficiently, and maintaining positive relationships with clients to promote loyalty and retention.

Qualifications

The ideal candidate should have a minimum of a high school diploma or equivalent; however, a bachelor's degree in any discipline is preferred. Prior experience in customer service or a related field is advantageous but not mandatory, as comprehensive training will be provided. Excellent verbal and written communication skills are essential, along with strong interpersonal abilities. Proficiency in basic computer applications such as MS Office and familiarity with CRM systems will be beneficial. Candidates should demonstrate a positive attitude, adaptability, and the ability to work effectively in a team environment. Fluency in additional languages is a plus, depending on the client base.

Responsibilities

As a Customer Service Executive at Firstsource, your primary responsibilities will include handling inbound customer inquiries via phone, email, or chat channels, and providing accurate and timely solutions. You will be expected to understand customer needs, troubleshoot issues, and offer appropriate guidance to resolve concerns efficiently. Maintaining detailed records of interactions and transactions in the CRM system is critical to ensure seamless follow-up and quality assurance. You will also be responsible for upselling or cross-selling services when appropriate, promoting our company's offerings to enhance customer experience. Additionally, you will participate in ongoing training sessions to stay updated on product knowledge and company policies. Your role will also involve adhering to established service standards, meeting performance metrics, and contributing to a positive team environment.

Benefits

Firstsource offers a comprehensive benefits package designed to support the well-being and professional growth of its employees. This includes competitive salary packages, health insurance coverage, and paid time off. Employees have access to ongoing training and development programs to enhance their skills and career prospects. The company promotes work-life balance through flexible working hours and wellness initiatives. Additionally, employees are eligible for performance-based incentives and recognition programs that reward excellence and dedication. Firstsource fosters a supportive and inclusive workplace culture, encouraging diversity and equal opportunities for all team members.

Equal Opportunity

Firstsource is an equal opportunity employer committed to fostering a diverse and inclusive environment. We do not discriminate based on race, ethnicity, gender, age, religion, disability, sexual orientation, or any other protected characteristic. We believe that a diverse workforce enriches our organization and contributes to our success. All qualified candidates are encouraged to apply and will receive fair consideration for employment opportunities without regard to any protected status. We are dedicated to creating a workplace where everyone feels valued, respected, and empowered to succeed.