hiring For International Voice Process(UK Process)

2 weeks ago

Bengaluru, Karnataka, India Firstsource Full time ₹ 30,00,000 - ₹ 52,00,000 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 international UK customer calls with professionalism and empathy.
  • Resolve queries related to telecom services: billing, technical issues, plans, network concerns, etc.
  • Identify customer needs and upsell relevant telecom plans, add-on services, and upgrades.
  • Achieve and exceed upselling targets while maintaining high customer satisfaction.
  • Ensure first-call resolution (FCR) and comply with process quality standards.
  • Document call details, resolutions, and upsell conversions accurately in the CRM.
  • Follow defined scripts, SOPs, and compliance guidelines for UK telecom operations.
  • Coordinate with support teams for escalated issues.
  • Consistently meet KPIs including AHT, CSAT, Quality, Sales Conversion, and attendance.

Skills & Qualifications

  • Excellent English communication skills (clear, confident, and customer-friendly).

  • Strong persuasion and negotiation skills for effective upselling.

  • Ability to work in UK shifts and handle a high-volume call environment.
  • Good problem-solving and multitasking capabilities.
  • Immediate joiners or short-notice candidates preferred.

Benefits

  • Two-way cab facility for safe and convenient commute.
  • Attractive performance-based incentives linked to upselling, quality, and productivity.
  • Fixed salary + monthly incentive payouts.
  • Career growth in international BPO & telecom verticals.
  • Paid training and skill development programs.

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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