International Voice Process

About the Role

Firstsource Solutions Limited is hiring a Customer Support Associate for a UK International Voice Process. This is a Work from Office role in Bangalore with 5 Days Working and UK Shift Timings.

Key Responsibilities

• Handle inbound and outbound customer calls from UK customers.
• Provide accurate information and effective solutions to customer queries.
• Understand customer requirements and resolve issues within defined process guidelines.
• Maintain a high level of customer satisfaction.
• Follow all process, quality, compliance, and customer service standards.
• Meet defined SLA, KPI, productivity, quality, AHT, and CSAT targets.
• Accurately document customer interactions and update relevant systems.
• Escalate complex or unresolved issues to the appropriate team or supervisor.
• Demonstrate active listening and effective problem-solving skills.
• Maintain professionalism and patience while dealing with challenging customers.
• Adhere to attendance, schedule, break, and process adherence requirements.
• Participate in training, coaching, team meetings, and process update sessions.
• Work effectively as part of a team.

Key Performance Indicators

Employees will be measured on:

• Customer Satisfaction (CSAT)
• Quality Score
• Average Handling Time (AHT)
• Productivity
• First Call Resolution (FCR)
• Schedule / Process Adherence
• Attendance
• SLA Achievement

Requirements & Tech Stack

• Excellent verbal and written English communication skills.
• Comfortable communicating with UK customers over the phone.
• Good listening and interpersonal skills.
• Strong customer service orientation.
• Good problem-solving and decision-making skills.
• Ability to handle customer complaints and difficult situations professionally.
• Ability to work under pressure and meet performance targets.
• Basic computer knowledge and familiarity with CRM/customer support systems.
• Willingness to work in UK shift timings.
• Willingness to work from office in Bangalore.

Qualifications

• Graduation not mandatory.
• Candidates with experience in UK International Voice Process, International BPO, Customer Service, Customer Support, Technical Support, or Voice Process will be preferred.