FirstSource Hring For International Voice

5 days ago

Bengaluru, Karnataka, India Firstsource Full time ₹ 3,50,000 - ₹ 7,50,000 per year

Firstsource 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.

Key Responsibilities:

  • Handle inbound and outbound calls from UK customers for a leading telecom service provider.
  • Diagnose and resolve technical issues related to broadband, mobile, or landline connections.
  • Promote and upsell telecom products, plans, and value-added services based on customer needs.
  • Provide accurate product information and ensure a smooth customer experience during issue resolution or product upgrades.
  • Maintain customer records in CRM systems and document call details and resolutions.
  • Meet or exceed defined KPIs including call quality, resolution rate, sales conversions, and customer satisfaction scores.
  • Stay updated on latest offers, packages, and technical features to support upselling activities.
  • Collaborate with the technical and escalation teams for complex issue handling.

Required Skills and Qualifications:

  • Excellent verbal communication skills in English (UK accent comprehension preferred).
  • Prior experience in an International Voice Process (preferably UK Telecom domain).
  • Strong sales orientation with experience in upselling or cross-selling.
  • Customer-centric attitude with problem-solving and negotiation skills.
  • Good computer literacy and ability to work on CRM/ticketing tools.
  • Willingness to work in rotational UK shifts (including weekends and UK public holidays).

Benefits:

  • Competitive salary with attractive incentives for upselling and performance.
  • Night shift allowance and cab facility (as applicable).
  • Paid training and ongoing skill development programs.
  • Opportunities for career growth within international telecom processes.

Write "HR Muhila" on top of your CV

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 email addresses.

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