Customer Service Associate Jobs at Firstsource Bangalore | ₹2.5-4 LPA

About Firstsource Solutions

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services, helping clients reimagine business processes to deliver increased efficiency, deeper insights, and superior outcomes. With a global presence in the US, UK, Philippines, India, and Mexico, Firstsource partners with over 100 leading brands across Healthcare, Telecommunications & Media, and Banking, Financial Services & Insurance sectors.

Position Overview

The Customer Service Associate - Voice is a frontline role responsible for delivering outstanding customer service across multiple communication channels including phone, email, and chat. Acting as a brand ambassador, this role ensures client satisfaction by resolving inquiries, addressing concerns, and maintaining positive customer relationships.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Address a variety of customer issues including product/service queries, billing concerns, and general inquiries.
• Demonstrate empathy and understanding while resolving customer concerns.
• Follow up proactively to ensure issues are resolved to customer satisfaction.
• Escalate complex cases to appropriate teams for timely resolution.
• Meet or exceed service level agreements (SLAs) and quality standards.
• Ensure compliance with company policies and data protection regulations.
• Analyze customer issues to identify root causes and provide effective solutions.
• Collaborate with internal teams for cross-functional issue resolution.
• Maintain up-to-date knowledge of products and services.
• Document customer interactions accurately for future reference.
• Participate in training and skill development programs.
• Provide feedback to improve service processes and efficiency.

Expected Results

• High CSAT/NPS scores
• Compliance with regulatory standards
• Achievement of quality scores and process metrics
• Adherence to SOPs and schedules

Qualifications

• Graduate Fresher or Undergraduate with minimum 2 years of experience
• Prior customer service experience preferred

Skills & Competencies

• Excellent communication skills in English; knowledge of European languages is an advantage
• Strong customer service orientation
• Familiarity with customer service software, ticketing systems, and CRM tools
• Empathy, patience, and problem-solving abilities
• Ability to work in fast-paced environments and adapt to changing priorities
• Flexibility to work in 24/7 shift operations including weekends and holidays

Location

Bangalore, Karnataka, India