Senior Csa

ABOUT FIRSTSOURCEFirstsource Solutions is a leading provider of customized Business Process Management BPM services Firstsource specialises 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 complete customer lifecycle across Healthcare Telecommunications Media and Banking Financial Services Insurance verticals Our clientele includes Fortune 500 and FTSE 100 companiesJob 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 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 xefx82xb7 Revert on calls to customer on a variety of issues xefx82xb7 Update and process information accurately into the system s xefx82xb7 Resolve customer problems in a timely manner xefx82xb7 Take ownership deliver on customer commitments xefx82xb7 Liaise with others within the process in the event where a customer query cannot be resolved at first point of contact xefx82xb7 Clear Communication - during all conversations with customers uses simple English that delivers information and solutions in an easy manner xefx82xb7 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 xefx82xb7 Ability to solve problems - look for solutions aligned to customer s perspective and deliver on all commitments xefx82xb7 Teamwork - consistently work together trust each other and engage in constructive conversations for the good of the team xc2xa9 Firstsource Solutions Limited February 15 2023 2 Key Results xefx82xb7 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 xefx82xb7 Internal Performance Measurements- used to assess and monitor the internal operation of an organization 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 xefx82xb7 Computer literate eg Outlook Word Internet Explorer xefx82xb7 Typing skills Process specific cut offs xefx82xb7 Verbal and written English communication ii Behavioral xefx82xb7 Professional Courteous in mannerisms xefx82xb7 Ability to liaise with customers at all levels xefx82xb7 Ability to handle and resolve complex customer calls D Corporate Values Must demonstrate Firstsource values - REACCH that acts as our north star helping us achieve our goals in a uber competitive digital-first world while meeting customer and investor demands for social responsibility Risk-Taking Dare to go beyond Challenge status quo every day Be strategic Be ambitious Be resilient Execution Excellence Strive to be the best Collaborate co-create and drive excellence