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
