Hiring For International Voice Process

22 hours ago

Kolkata, West Bengal, India Firstsource Full time

Job Description Customer Service Associate

About the Role

We are looking for customer-focused individuals with strong communication and multitasking abilities to join our Digital Care team. The role involves handling customer interactions via calls and ensuring an excellent customer experience.

Key Responsibilities

  • Handle customer calls promptly within agreed timelines and as per defined processes and procedures.
  • Provide accurate and timely information with appropriate resolutions to customer queries.
  • Meet and exceed operational targets and performance metrics set for the process.
  • Maintain queue levels in accordance with SLA targets.
  • Develop and maintain strong working knowledge of BT systems and tools.
  • Deliver an excellent customer experience across all interaction channels
  • Escalate any process-related issues to queue owners, line managers, and support teams that may impact customer satisfaction.
  • Share best practices within the team and across Digital Care teams to improve service delivery.

Skills & Qualifications

  • Prior experience in customer service within a call center environment is preferred.
  • Excellent English communication skills (both verbal and written).
  • Good typing speed (minimum 40 WPM) with strong multitasking ability.
  • Strong questioning, listening, and problem-solving skills.
  • High level of empathy and ownership in customer interactions.
  • Competent in objection handling, diffusing difficult situations, and managing customer complaints.
  • Strong customer interaction skills with the ability to identify and understand customer needs.
  • Good self-management skills including adherence, attendance, AHT, and wrap-up management.

Eligibility Criteria

  • Any Graduate
  • BE/B.Tech freshers are not eligible
  • Excellent verbal communication skills
  • Ability to handle customer queries professionally

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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